Job Description

YOUR CAREER

Represents the Support and Service organization in all aspects of new product introduction, from product concept definition through the End of Life phase. Ensures that Reliability, Availability, and Serviceability (RAS) is designed into the product and prepares the Global Customer Services organization with the technical knowledge to support the new products. Drives Professional Services NPI projects and process initiatives, and partners with IT on systems, tools, and infrastructure enhancements for smooth implementations and increased PS revenue.

Explores options and develops innovative support and services plans that key on product strengths and make effective use of Palo Alto Networks resources.  Provides technical direction and guidance to all Customer Service functions in preparation for support and service capabilities.

YOUR IMPACT

• Represent Global Customer Services in multiple new product core teams
• Lead stakeholders and team members to deliver impactful professional services initiatives, with continuous improvement
• Align programs, projects, and operation activities to strategic objectives
• Measure, rank and prioritize programs and projects with Business Leaders
• Provide input to Global Customer Services management regarding staffing and capital equipment requirements to support new products
•  Review and provide input to marketing and product requirement definitions to ensure that RAS features are included
• Review Global Customer Services operational reports to ensure that product and/or customer feedback and RAS requirements and/or impacts are clearly understood by Development and Product Marketing organizations
• Ensure Global Customer Services department readiness for all new products and features by coordinating training for all TAC Engineers, Professional Services Engineers, etc. worldwide and also by managing the development of appropriate Global Customer Services readiness documents and video content
• Coordinate the development of product support plans and the documentation review process
• Develop relationships and processes to support 3rd party products, a product requiring a 3rd party partner involvement, or product requiring an outsource support plan.

Qualifications

YOUR EXPERIENCE

• Bachelor's degree in a technical field or equivalent experience in a software and hardware support environment
• Minimum 5 years’ experience in communications technology, preferably field engineering or technical support, with at least 4 years’ experience in new products, related engineering, or program management roles. 
• Working knowledge of software/hardware interaction is require
• PMP preferred. 
• Effective cross-functional team leadership experience 
• Familiarity supporting the following technologies: Cybersecurity, Switches, Routers, TCP/IP, IP addressing, Linux, Windows, Open Systems Protocols, and virtual technologies
• Experience with SaaS models and Agile Software Development methods is a plus

THE TEAM

Our team is critical to Palo Alto Networks’  success and mission. As part of this team, you enable customer success by providing support to clients post-sale. Our dedication to our customers doesn’t stop once they sign – it evolves.

As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, andfixing integrations and critical issues as they are raised. But you won’t wait for issues  to be raised, you’ll seek them out and recommend innovations. We focus on  providing the best customer support in the industry.

Additional Information

OUR COMMITMENT

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.