At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
Palo Alto Networks is looking for an experienced enterprise technical support Director for the LATAM region, reporting to the EMEA/LATAM Vice President of Global Customer Services. This Leader is responsible for building and operating the Customer Support organization in LATAM in alignment with the Global Customer Support processes and the LATAM GTM strategy. In this high growth business; fast paced, scaling, optimization, dynamic spirit and sustained performance are the essentials.
The Customer support business is a strategic differentiator for Palo Alto Networks- helping drive customer loyalty, referenceability and repeat business.
The team consists of top technical engineers and Support Account Managers, who are supporting business critical customer environments across All Palo Alto Networks Technologies.
This Leader is expected to achieve results that will keep Palo Alto Networks at the forefront in the industry.
Manage daily operations and ensure SLA´s & operational metrics for the support customers are achieved
Drive goals and metrics in alignment with the business targets and needs
Build and maintain a strong relationship with the sales and account teams. Act as the single point of contact for the LATAM Regional VP and System Engineer Director for ALL Customer Support related subjects. Drive a regular cadence and enablement sessions with them and their teams
Strong collaboration and alignment with Global Support Operations teams across North Americas, Europe and Asia Pacific to bring consistent processes with One-Team concept
Cross-Functional alignment with Engineering, Product Management, Customer Success and Professional Services Team
Drive a proactive approach to secure zero customer downtime
Take necessary actions to avoid Customer and field escalations
Maintain a good working environment that allows personal and professional development of the team members
Help define, document and enhance processes that will improve and speed up the resolution times and customer satisfaction
Work with peers on initiatives that can improve the service to our customers and partners
Manage the relationship with the delivery partners to align the support processes in order to drive and elevate the customer experience and satisfaction
Manage third party vendors and contractors in order to support the strategic goals of the company
Guide and Coach the team to exceed targets and earn rewards and recognition. Ensure appropriate technical and soft skills training and mentoring
BA/BS in computer science or equivalent
Experience in an Enterprise Customer Support Organization, in a leadership capacity, is required
Experience in Incident and Escalation Management
Demonstrated ability to provide exceptional internal and external customer satisfaction
Strong analytical and problem-solving skills
Ability to travel up to 20% of the time across the LATAM region is required
Ability to operate in a fast-paced environment
Experience in representing an organization to customers at the highest executive levels, C Level
Fluency in English and Spanish is required. Fluency in Portuguese is an advantage or plus.
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.
Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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 firstname.lastname@example.org.
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.
Covid-19 Vaccination Information for Palo Alto Networks Jobs
Vaccine requirements and disclosure obligations vary by country.
Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
The job requires accessing a company worksite
The job requires in-person customer contact and the customer has implemented such requirements
You choose to access a Palo Alto Networks worksite
If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.