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# Manager, Technical Support

- **Company:** Palo Alto Networks
- **Location:** Austin, TX, United States
- **Experience:** Experienced
- **Salary:** $133,300 - $215,600
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, ARM Architecture, JIRA, Cloud Computing Security, Internet Security, Network Security, Salesforce.Com, Data Analytics
- **Published:** November 10, 2026
- **Apply:** https://www.careerbuilder.com/job-details/manager-technical-support-austin-tx--9b549264-e3a2-4ede-81a9-42c2c616437e

## About the Role

Technical Support, Leading Edge Technology, Internet Security, Artificial Intelligence (AI), Problem Solving Skills, Process Development, Technical Support, Set Goals, Mentoring, Best Practices, * Bachelor's degree with 5 years of experience, or Master's degree with 3 years of experience, or equivalent practical experience.

 * Minimum of 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.

Preferred Qualifications

 * 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 and proficiency with case management systems (e.g., Salesforce, JIRA) and AI-driven analytics.

## Description

* Lead the daily activities of a team of Designated Support Engineers, ensuring alignment with company goals and providing necessary resources and streamlined processes.
 * Drive team performance through mentorship and goal setting, providing actionable feedback and facilitating regular training to foster professional and technical growth.
 * Act as a primary escalation point, supporting engineers in solving complex customer issues while managing customer priorities and expectations.
 * Proactively engage in customer Quarterly Business Reviews (QBRs), providing insights on support best practices and reinforcing the value of our services.
 * Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive continuous process improvements across the team.
 * Collaborate with key stakeholders across Sales, Engineering, and Product teams 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 resolve potential issues.
 * Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.