CrawlJobs Logo

Manager, Technical Support (SASE)

paloaltonetworks.it Logo

Palo Alto Networks Italia

Location Icon

Location:
Japan , Chiyoda, Tokyo

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Job Responsibility:

  • Customer Satisfaction - Customer support is a strategic differentiator for Palo Alto Networks - helping drive customer loyalty, positive reference and repeat business - You will be measured by your ability to achieve customer satisfaction goals
  • Operational Management - Daily management of case inflow, backlogs, updates, engineer adherence, case escalations and other applicable Technical Assistance Center dashboards and measurements
  • Performance Management - Ensure that team managers, leads and engineers have the resources, cross-functional relationships and processes necessary to ensure successful and sustained performance through release cycles
  • Training and Mentoring - Directly provide and otherwise ensure appropriate technical and soft skills training as well as mentoring
  • Establish Goals & Objectives - Set team goals in-line with overall organizational goals - Set and monitor specific goals and objectives for direct reports

Requirements:

  • BE/B.Tech in Computer Science or equivalent or equivalent military experience (MBA a plus)
  • 10+ years experience in enterprise support and service delivery
  • Experience leading TAC Teams as part of a Global Support Organisation operating 24x7
  • Prior management experience leading a team of technical support engineers with abilities ranging from new in career to advanced
  • Experience developing, launching, expanding, and maintaining global technical education programs, including traditional methods of learning as well as progressive techniques and certifications
  • Problem Solving - Ability to troubleshoot independently in complex environments with mixed applications and protocols
  • Technical Acumen - Proven experience leading technical teams and ability to partner with Engineering
  • Escalation Management - Skilled in managing complex escalations
  • Communication - Excellent skills in collaborating with both technical and non-technical stakeholders

Nice to have:

MBA

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
Palo Alto Networks Italia - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Manager, Technical Support (SASE)

SASE Technical Sales Specialist

Sales Specialists & Consultants are product, services, software or solution spec...
Location
Location
Saudi Arabia , Riyadh
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • University or Bachelor’s degree preferred
  • Demonstrated success in achieving progressively higher quota
  • Extensive vertical industry knowledge required
  • Typically 5-8 years advanced sales experience required
  • Deep technical knowledge of products offerings as well as competitor’s offerings
  • Understands the industry and market segment in which key accounts are situated
  • Negotiates and drives deals to ensure successful closes and high win rate
  • Broad understanding of the customer needs
  • Leadership and initiative in successfully driving specialty sales in accounts
  • Translate product knowledge into customer’s added business value
Job Responsibility
Job Responsibility
  • Seek out new opportunities and expands and enhances existing opportunities to build and manage the pipeline in specialty area
  • Maintains technical knowledge of competitors in account to strategically position the company’s products and services better
  • Develop pursuit plans and manage the pipeline to ensure alignment with account managers
  • Establish a professional, working, and consultative, relationship with the client, by developing a core understanding of the unique business needs of the client within their industry
  • Contributes to technical proposal development, negotiations and deal closings
  • Work closely with and supports account team, providing technical expertise and support, and participating in client engagements up to C- level engagements for more complex solutions in smaller accounts
  • Interface with both internal and external/industry experts to anticipate customer needs, facilitate and present solutions development
  • Build sales readiness and reduce client learning curve through effective knowledge transfer in area of specialization
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

SASE SE Manager

Manages a group of presales professionals in one or more of the Presales Functio...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • University or Bachelor's degree
  • Typically, 7+ years experience in sales
  • Directly related management experience and work results including success in supporting the achievement of progressively higher quota or other sales related goals
  • Demonstrated level of project management skills
  • Additional specialized knowledge in breadth and/or depth
Job Responsibility
Job Responsibility
  • Manages a group of Presales resources to provide account support or shared resource support
  • Resource management & Intra-Region support - Creates presales utilization plans that reflect the requirements and opportunities within area of control
  • Actively collaborates with peers to address regional presales coverage gaps and leverage technical expertise where warranted to win opportunities for the company
  • Partnering with Sales & acct. planning - Assists in planning sales strategy
  • collaborates within the company and with the field to prioritize, facilitate and direct the use of resources
  • works with Sales managers to assess sales pipelines in area of control to ensure appropriate and timely utilization of presales support
  • Continuously monitors, troubleshoots, and improves area-of-control operations to ensure alignment with the company's business direction, the quality of business practices, optimum organizational performance and a highly motivated presales force
  • Understands business, financial and legal concepts to develop meaningful business recommendations
  • Coaching - Assesses and manages employee performance to ensure individual and group excellence
  • counsels and supports individuals through selling challenges
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Support Account Manager

As a Support Account Managers (SAM) you are key to shaping the support experienc...
Location
Location
Germany , Berlin
Salary
Salary:
Not provided
paloaltonetworks.com Logo
Palo Alto Networks
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and technical information to customers from engineers to management to executives
  • 3+ years of client facing sales or services experience with large enterprise, Fortune 500 companies
  • Prior experience supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation and response products
  • Ability to translate business objectives into desired outcomes and deliver best practice guidance
  • Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints
  • Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
  • Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges
  • Demonstrated ability to work in a matrix team environment partnering and influencing others across the organization to achieve desired customer outcomes
  • Excellent written and verbal communication skills
  • the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
Job Responsibility
Job Responsibility
  • Provide leadership in the delivery of our high-touch, personalized support service to our customers
  • Understand and participate in technical discussions in order to move towards the resolution of technical issues that are blocking successful adoption of the Palo Alto Networks’ platform
  • Develop an understanding of our customer’s business and security priorities to provide technical best practice guidance and support
  • Develop and deliver weekly status reports to summarize support status of open issues, task progression and pending activities
  • In collaboration with support engineers, document, deliver and present technical, in-depth root cause analysis for customer issues
  • Deliver quarterly business reviews that communicate the value the customer is deriving from their Palo Alto Networks’ investment
  • Partner with account teams to understand their account expansion strategy and to support in the identification of opportunities to deliver solutions and/or service to your customers
  • Understand how customers are using their Palo Alto Networks products and provide best practices guidance in support of customer use cases and to increase their security posture
  • Deliver updates on product and feature enhancements
  • Proactively use data to monitor customer health and to mitigate risk and to resolve customer technical issues
  • Fulltime
Read More
Arrow Right

Sr. Technical Support Engineer, SASE

Your Career You will work firsthand with our valued customers to address their c...
Location
Location
Japan , Tokyo
Salary
Salary:
Not provided
paloaltonetworks.com Logo
Palo Alto Networks
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Willing to work flexible and varying shift times including weekends and evenings
  • Previous experience in a Technical Support environment is required
  • Excellent written and verbal communication skills
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)
  • Experience working with Firewall Central Management Systems
  • Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
  • Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Virtualization experience (AWS, Azure, VMWare, OpenStack)
  • Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
Job Responsibility
Job Responsibility
  • Provide Technical Support to customers and partners
  • Provide configurations, troubleshooting and best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Provide fault isolation and root cause analysis for technical issues
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
  • Provide on-call support 24x7 on an as-needed basis
  • Fulltime
Read More
Arrow Right

Sr. Technical Support Engineer, SASE

You will work firsthand with our valued customers to address their complex post-...
Location
Location
Japan , Chiyoda, Tokyo
Salary
Salary:
Not provided
paloaltonetworks.it Logo
Palo Alto Networks Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Willing to work flexible and varying shift times including weekends and evenings
  • Previous experience in a Technical Support environment is required
  • Excellent written and verbal communication skills
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)
  • Experience working with Firewall Central Management Systems
  • Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
  • Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Virtualization experience (AWS, Azure, VMWare, OpenStack)
Job Responsibility
Job Responsibility
  • Provide Technical Support to customers and partners
  • Provide configurations, troubleshooting and best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Provide fault isolation and root cause analysis for technical issues
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
  • Provide on-call support 24x7 on an as-needed basis
  • Fulltime
Read More
Arrow Right

Support Account Manager

As a Support Account Managers (SAM) you are key to shaping the support experienc...
Location
Location
Germany , Berlin
Salary
Salary:
Not provided
paloaltonetworks.it Logo
Palo Alto Networks Italia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and technical information to customers from engineers to management to executives
  • 3+ years of client facing sales or services experience with large enterprise, Fortune 500 companies
  • Prior experience supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation and response products
  • Ability to translate business objectives into desired outcomes and deliver best practice guidance
  • Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints
  • Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
  • Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges
  • Demonstrated ability to work in a matrix team environment partnering and influencing others across the organization to achieve desired customer outcomes
  • Excellent written and verbal communication skills
  • the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
Job Responsibility
Job Responsibility
  • Provide leadership in the delivery of our high-touch, personalized support service to our customers
  • Understand and participate in technical discussions in order to move towards the resolution of technical issues that are blocking successful adoption of the Palo Alto Networks’ platform
  • Develop an understanding of our customer’s business and security priorities to provide technical best practice guidance and support
  • Develop and deliver weekly status reports to summarize support status of open issues, task progression and pending activities
  • In collaboration with support engineers, document, deliver and present technical, in-depth root cause analysis for customer issues
  • Deliver quarterly business reviews that communicate the value the customer is deriving from their Palo Alto Networks’ investment
  • Partner with account teams to understand their account expansion strategy and to support in the identification of opportunities to deliver solutions and/or service to your customers
  • Understand how customers are using their Palo Alto Networks products and provide best practices guidance in support of customer use cases and to increase their security posture
  • Deliver updates on product and feature enhancements
  • Proactively use data to monitor customer health and to mitigate risk and to resolve customer technical issues
  • Fulltime
Read More
Arrow Right

Technical Marketing Engineer

We are seeking an experienced and highly motivated Technical Marketing Engineer ...
Location
Location
United States , San Jose
Salary
Salary:
148000.00 - 340500.00 USD / Year
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years in a technical role such as TME, sales engineer, solutions architect, or product engineer in networking and security technologies
  • solid understanding of networking concepts and tools: TCP/IP, DNS, BGP, OSPF, VXLAN, EVPN, switching protocols, TLS/SSL, VPN, IPsec, proxy, and NAT
  • packet capture tools
  • hands-on knowledge of SASE architecture and zero trust principles
  • experience with SSE functions including ZTNA, SWG, CASB, DLP, DEM, FWaaS is a plus
  • familiarity with cloud platforms such as AWS, Azure, GCP, and OCI
  • industry certifications such as CCNP or JNCIP or higher are preferred
  • experience with HPE Aruba Networking EdgeConnect gateways and/or HPE Aruba Networking gateway and access point devices is preferred
  • experience with SASE solution offerings by other market vendors such as Fortinet, Cisco, Palo Alto Networks, etc. is a plus
Job Responsibility
Job Responsibility
  • Serve as a technical expert for HPE Aruba Networking’s SASE solutions that include EdgeConnect SD-WAN (ECOS), SD-Branch (AOS-10) and SSE products
  • support global field enablement by training sales engineers, partners, and resellers on technical value and competitive positioning
  • develop and deliver impactful technical content including whitepapers, battlecards, solution briefs, videos, and blogs tailored to network and security architects, and technical buyers
  • collaborate with Product Management to influence roadmap based on customer feedback and market trends
  • build and maintain live and recorded product demonstrations, hands-on labs, and proof-of-concept environments
  • engage with customers, analysts, and partners as a technical expert at events, webinars, and briefings
What we offer
What we offer
  • Health & Wellbeing
  • personal & professional development programs
  • unconditional inclusion
  • Fulltime
Read More
Arrow Right

Senior Solution Architect Cybersecurity

Join NTT DATA as a Senior Solution Architect in Cybersecurity, where you will le...
Location
Location
Germany , Bad Homburg
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Several years of experience in cybersecurity, including strong exposure to solution architecture and presales
  • Proven success in designing or positioning Managed Security Services for enterprise customers
  • Strong understanding of relevant security areas, such as Network security, SOC/SIEM, MDR/XDR, endpoint security, cloud security, vulnerability management, identity-related controls
  • Experience with or solid understanding of SASE architectures and managed SASE services, including secure access, zero trust principles, and cloud-delivered security controls
  • Ability to engage credibly with both technical stakeholders and executive decision-makers
  • Strong commercial awareness and the ability to connect technical design with business value and service outcomes
  • Familiarity with major security technology ecosystems and partner-led solutions
  • Fluent German and English
Job Responsibility
Job Responsibility
  • Lead cybersecurity presales engagements from discovery and workshops through solution design, proposal development, and bid support
  • Design Managed Security Services that align with customer business priorities, risk posture, compliance requirements, and target operating models
  • Shape and position service-led solutions across areas such as Managed SASE, Managed Secure Networks, Managed Firewalls or Managed SOC/SIEM, MDR/XDR, vulnerability management, managed endpoint and cloud security or incident response services
  • Drive the design and positioning of managed SASE solutions, helping clients modernize secure connectivity, zero trust access, and distributed security architectures
  • Translate customer requirements into scalable, commercially viable service models with clear scope, value, and differentiation
  • Act as a trusted advisor to enterprise customers, articulating security in business terms and demonstrating how managed services improve resilience and operational effectiveness
  • Collaborate with internal delivery teams and strategic partners to build winning, feasible, and differentiated solutions
  • Support the evolution of our security portfolio through reusable architectures, solution assets, and go-to-market content
  • Fulltime
Read More
Arrow Right