Technical Support Manager Job at Hewlett Packard Enterprise (Bangalore)

Senior Manager, Technical Support, Cloud

It’s not about making a sale. It’s about providing the most secure environment f...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

8+ years in technical support
At least 3 years experience in a management OR lead role in a high-touch or white-glove support environment
Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments
Experience in Endpoint and Cloud Security industries
Familiarity in Cloud services providers (AWS, Azure, GCP, Oracle, etc)
Understanding of how Support engineering works in SaaS business model
Experienced in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability
Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, Post-Incident Reviews (PIRs), and Quarterly Business Reviews (QBRs)

Job Responsibility

Guide the daily activities of a team of Technical Support Engineers, ensuring alignment with company goals and objectives
Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency
Mentor and guide engineers to enhance both technical expertise and soft skills
Facilitate regular training opportunities tailored to both technical and professional growth, setting clear team goals that align with broader organizational objectives
Conduct annual performance reviews, providing actionable feedback and mentorship
Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomes
Proactively engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices and participating in business development discussions
Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements
Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams
Work closely with the Business Operations Manager to ensure seamless service kick-offs

Manager, Technical Customer Support, Cloud

Palo Alto Networks is looking for an experienced enterprise support delivery man...

Location

United States , Santa Clara

Salary:

130200.00 - 210575.00 USD / Year

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

7+ years in technical support
At least 2 years experience in a management OR lead role in a high-touch or white-glove support environment
Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
Strong understanding of cloud security principles and best practices
Experience with cloud platforms such as AWS, Azure, or GCP
Broad technology experience, including knowledge of Kubernetes concepts such as pods, services, deployments
Working with container runtimes such as docker and containers
Experience with CI/CD processes (Jenkins, Azure DevOps, etc) container environments, security processes, cloud risk and compliance, and public clouds
Expertise in integrating with diverse technologies and vendor solutions such as SSO, SIEM, APIs, Container Registries

Job Responsibility

Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat business
Ability to achieve the customer satisfaction goals
Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
Provide appropriate technical and soft skills training and mentoring
Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels
Create consistent onboarding training programs are used and delivered effectively
Propagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reports
Perform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goals

What we offer

restricted stock units
bonus
employee benefits

Fulltime

Support Operations Technical Program Manager

We are seeking a highly skilled, dynamic, and motivated Technical Program Manage...

Location

United States , RTP

Salary:

Not provided

VAST Data

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field
Minimum of 5 years of experience in technical program management or project management, preferably in a customer support or operations environment
Experience with support tools and technologies is highly desirable
Technical Acumen: Solid technical background with experience in data storage, software development, or IT operations is advantageous
Proven track record of successfully managing complex technical programs and projects
Demonstrated ability to structure and assess problems, execute high-level directives, and manage program impacts
Proven track record in program management, execution, change management, and cross-functional stakeholder management
Strong executive presence, communication, and facilitation skills, with experience engaging and partnering at all levels, including executives
Strength in researching, understanding, distilling, and communicating complex business issues, ideas, and analyzing business impact
Familiarity with/drive the Agile development and release methodologies, especially for the automation of business processes and improvements/redesigns

Job Responsibility

Lead and manage technical support programs, helping to organize and track work via sprints or otherwise holding CS team members accountable for incremental progress
Manage prioritized projects outlined in the Customer Success roadmap
Collaborate with cross-functional teams ( including R&D, product management, and sales) to drive successful program adoption, KPIs and iterative improvements
Develop and maintain key performance indicators (KPIs) to measure the effectiveness of the programs you own
Provide regular reports and insights to senior management and the customer support team to communicate progress and blockers
Identify opportunities for process improvements within customer support and own follow-up where needed
Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction
Streamline and simplify manual and repeatable work for Customer Success team members and business partners who engage with us
Keep CS runbooks and SOPs up-to-date
Communicate between customer support and engineering teams

Fulltime