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# Senior Director, NAM Support (Network Security)

- **Company:** Palo Alto Networks
- **Location:** Santa Clara, CA, United States
- **Experience:** Expert
- **Salary:** $244,800.0 - $336,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Software as a Service, Complex Networks, Cyber Security, Network Security, Cloud Platform System, Large Language Models, Mttr, Palo Alto Networks, GPT
- **Published:** July 10, 2026
- **Apply:** https://dejobs.org/x/x/114416021DFD4589887BFFA149C4E90A/job/

## About the Role

* AI-Driven Support Transformation: Deep technical expertise in leveraging AI/LLM frameworks to radically automate customer engineering. You have a proven track record of moving organizations from reactive ticketing to predictive support (e.g., automated TSF log parsing, real-time telemetry analysis, and self-healing workflows).
 * PANW NGFW Architectural Literacy: Strong technical fluency in Palo Alto Networks' core architecture. You can comfortably navigate conversations regarding PAN-OS internals, , control vs. data plane separation, and deployment across physical (PA-Series) and cloud (VM/CN-Series) form factors.
 * Engineering-Level Escalation Management: Executive presence paired with deep technical authority. You can act as a "trusted advisor" to Fortune 500 CISOs during critical outages, while simultaneously holding your own in architectural deep-dives with Core Engineering and Principal Developers to drive root-cause resolutions.
 * Strategic Architecture & Execution: Thought leadership with the ability to look at systemic field failures and translate them into a roadmap for product hardening. You focus on the long-term mission of engineering friction out of the platform rather than just managing queue metrics.
 * High-Scale Technical Leadership: Ability to create a high-performance, customer-obsessed culture across a globally dispersed team of 100+ technical professionals. Proven track record of inspiring, attracting, and scaling elite technical talent (such as TAC escalation engineers and network security architects).
 * Operational & Transformational Excellence: Strong analytical and problem-solving skills with a track record of driving major architectural and operational improvements that measurably lower MTTR and optimize team efficiency., * 15+ years' experience in a high growth SaaS/Cloud Enterprise Technical Support Organization, or similar experience. Including at least 3+ years in a Senior Director leadership capacity leading geographically dispersed teams.
 * Strong technical background with expertise in cybersecurity domains such as network security and cloud securityExcellent cross-functional collaboration skills, with the ability to build and maintain relationships with sales, product, and engineering teams
 * Exceptional communication and leadership skills, with a proven ability to lead and inspire diverse, global teams
 * Demonstrated experience leading global direct/indirect teams of +500 across multiple languages and cultures
 * Proven track record of managing global technical support teams and driving rapid and efficient resolution of complex technical issues.
 * Demonstrated experience in process optimization, automation, and leveraging technology to enhance support delivery.
 * Strong business acumen with experience in managing budgets, resources, and P&L responsibilities
 * Prior experience managing networking or enterprise security product services
 * Estimated travel 30%
 * STEM Bachelor's Degree required or equivalent experience. Master's degree or MBA preferred.

## Description

The Senior Director of Network Security Support Engineering will lead our Americas NGFW technical organization. This is not a traditional operations role; it is an engineering-intensive leadership position designed for an AI-ready, architect-level technical leader. You will sit at the intersection of Enterprise Support, Product Architecture, and Core Engineering, fielding tier-4/developer-level escalations for our Network Security portfolio and driving the architectural feedback loop to engineer friction out of the product.

Your Impact

 * AI-Native Engineering: Create and execute the technical roadmap to transition NetSec support from reactive triage to predictive resolution. You will directly oversee the implementation of AI/LLM models specialized in automated log parsing (TSF files) and real-time telemetry analysis to radically lower MTTR.
 * Tier-4 Architectural Escalations: Serve as the final technical escalation point for Fortune 500 CIOs/CISOs during critical, complex network outages or security incidents. You must be capable of conducting deep-dive root cause analysis (RCA) alongside Core Engineering and principal architects.
 * Engineering Interlock & Product Influence: Build a programmatic, bi-directional feedback loop with Product Management and Development Engineering. Translate complex, systemic field issues into architectural requirements to ensure future software releases are inherently more supportable.


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