This role leads a team of Designated Support Engineers and serves as a primary escalation point for complex enterprise customer issues. The position is onsite in Santa Clara, CA and includes mandatory weekend and holiday shift work plus on-call support coverage.
Location
Santa Clara, CA 95054 (onsite)
Compensation
USD 133,300 - 215,600 per yearly
The compensation offered depends on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary plus commission target (for sales/commissioned roles) is expected to be within the annual range listed above. The offered compensation may also include restricted stock units and a bonus.
What You’ll Do
- Lead the daily activities of a team of Designated Support Engineers to maintain alignment with company goals, while providing resources and streamlined processes.
- Drive team performance through mentorship and goal setting, delivering actionable feedback and facilitating regular training to support professional and technical growth.
- Serve as a primary escalation point, assisting engineers in resolving complex customer issues while managing customer priorities and expectations.
- Participate in customer Quarterly Business Reviews (QBRs), sharing support best practices and reinforcing the value of services.
- Lead Post-Incident Reviews (PIRs) to determine root causes, capture lessons learned, and drive continuous process improvements.
- Collaborate with stakeholders across Sales, Engineering, and Product to ensure seamless service delivery and improve product supportability.
- Proactively manage case and account-level escalations using AI-driven insights and prediction models to anticipate and help resolve potential issues.
- Provide support coverage that includes mandatory weekend and holiday shift work and on-call responsibilities. Coverage may include both as-needed and rotational support, subject to change.
Required Qualifications
- Bachelor’s degree with 5 years of experience, or Master’s degree with 3 years of experience, or equivalent practical experience.
- Minimum 3 years of experience in a management or team lead role within a high-touch technical support environment.
- Demonstrated experience in crisis management and leading technical escalations for enterprise customers.
- Experience with incident response and troubleshooting in network security, cloud security, or enterprise IT environments.
- Direct technical experience in the Endpoint and Cloud Security industry, specifically with Cortex or similar XDR/EDR solutions.
- Advanced knowledge of Enterprise Endpoint technologies and modern security infrastructures.
- Experience collaborating with Sales, Product, and Engineering teams to improve product supportability.
- Familiarity with ITIL frameworks, plus proficiency with case management systems such as Salesforce and JIRA, along with AI-driven analytics.
Technologies
Cortex, XDR, EDR, ITIL, Salesforce, JIRA
Education
Bachelor’s degree (or Master’s degree)
Immigration Sponsorship
No. The position does not offer sponsorship for work visas.
Equal Opportunity and Accommodations
Palo Alto Networks is committed to providing reasonable accommodations for qualified individuals with disabilities. If you require assistance or accommodation due to a disability or special need, contact accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer, and all information is kept confidential in accordance with EEO guidelines.
