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Manager, Technical Support

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Palo Alto Networks

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Location:
India , Bengaluru

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As the Manager of Technical Support, you will lead a dedicated team of engineers focused on securing our customers' digital environments. Your primary responsibility is to guide your team in identifying and resolving complex network issues for our clients, ensuring their continued security and satisfaction. You will oversee the daily operations of your team, providing mentorship and direction to achieve performance goals and deliver an exceptional customer experience.

Job Responsibility:

  • Lead the daily operations of a team of Technical Support Engineers, ensuring alignment with company goals and objectives
  • Ensure the team has the necessary resources, tools, and processes for sustained high-performance and success
  • Provide mentorship, coaching, and direction to the team to achieve key performance indicators (KPIs) such as response and resolution time objectives
  • Set and manage individual and team goals that align with departmental objectives, performing regular performance reviews to guide career growth
  • Act as an escalation point for complex customer issues, assisting the team with prioritization and negotiation to manage customer expectations effectively
  • Build and maintain positive relationships by collaborating with cross-functional teams, including Sales, Customers, and Partners, to ensure a seamless customer experience
  • Facilitate and provide ongoing technical and soft-skills training to foster team development and expertise
  • Drive process improvement and automation initiatives, expanding operational metrics beyond CSAT to include SLA, backlog, and productivity

Requirements:

  • 9+ years of experience in a technical support role, with a minimum of 3 years in a management or team lead capacity within a Technical Assistance Center (TAC) environment
  • Demonstrated ability to manage escalations of complex technical problems, prioritize a demanding workload, and deliver results under pressure
  • Validated leadership skills, including performance management, conflict resolution, negotiation, and strategic planning
  • Strong foundational knowledge of Networking and Security concepts including IPSEC, TCP/IP, PKI, SSL/TLS, and HTTP/HTTPS

Nice to have:

  • Technical experience in the Network Security and Cloud Security industries
  • Familiarity with supporting cloud-based products (e.g., SASE, Prisma Access) and coordinating with SRE, CRE, or DevOps teams
  • Experience in an enterprise-level customer support and service delivery environment
  • Knowledge of authentication protocols such as SAML, LDAP, or RADIUS

Additional Information:

Job Posted:
May 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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