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Global Customer Support@2X

Technical Partner Manager

Description

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.

The Technical Partner Manager (TPM) will be responsible for ensuring that our Authorized Support Center (ASC) Partners will be able to meet and exceed the stringent requirements of our ASC Program.  The TPM will primarily be responsible for driving Achievement Ratio (AR) improvements within their theater by identifying opportunities for upskilling partner capabilities through technical case reviews.  Once opportunities are identified, the TPM will work with the appropriate Partner Services Manager to devise a training plan that helps close the identified gaps.

TPMs will be required to have a thorough understanding of ASC Program metrics and will utilize those metrics to analyze partner performance.  When requested, the TPM will review cases submitted to Palo Alto Networks by the Authorized Support Center partner to determine technical skills gaps by that partner which resulted in the cases being escalated to our TAC.  Once those details are identified, the TPM will review necessary training against available training, and will work with the PSM to determine an appropriate training path for the partners whose cases were evaluated, as well as provide recommendations to the appropriate Palo Alto Networks teams for necessary content 

Additionally, TPM’s may be asked to review or engage on escalations received by the field (Field Escalations, or FE’s) or by ASC Partner engineers (Customer Escalations, or CE’s).  A detailed case summary may need to be prepared as part of this engagement.

A successful TPM will need to effectively communicate with various teams, including Partner Services, TAC engineers and leadership, and partner personnel.  This individual will need to have excellent soft skills, to be highly adaptable, proactive and possess analytical and technical skills.

Your Impact

  • Perform case scrubs across partners, countries, and territories to determine technical cause for the case
  • Utilize Tableau, Salesforce, and scorecards to determine potential areas of improvement
  • Create detailed analysis and reports on findings from case scrubs and other investigations as to the reasons why partners are opening cases
  • Identify operating strategies that help partners gain technical skills to contribute to realizing the corporate strategic goal of expanding our partner ecosystem
  • Help Identify, develop, and implement operational processes for the team including program auditing and coaching, process improvement and adherence, and training
  • Develop and apply analytics that identifies areas of improvement opportunities -  recommend processes that help close identified partner performance gaps
  • Develop,  implement and deliver innovative enablement strategies to ensure consistently excellent ASC Partner service delivery interactions
  • Develop, deliver and maintain peer to peer internal methodology enablement to assist in creating high functioning teams within the working theater of focus 
  • Analyze metrics to identify opportunities for improvement with respect to ASC Partner performance, program objectives, etc.
  • Communicate effectively with partners, stakeholders, and colleagues to drive performance excellence within the ASC program
  • Gain a detailed understanding of our ASC program, it’s metrics, and the behaviors that lead to excellent customer experiences
  • Participate in the ASC LIVECommunity site providing technical assistance and provide recommendations to partner engineers regarding tools use, best practices, KB recommendations, etc.
  • 2+ years experience in Palo Alto Networks technical support with a deep understanding of our Strata products - with a history of strong performance
  • PCNSE Certification
  • Excellent interpersonal and teamwork skills
  • Self-motivated and detail oriented with the ability to think and act strategically
  • Strong written and verbal communication skills
  • Strong problem-solving, analytical and negotiating skills
  • Ability to work in a fast-paced environment a must
  • Ability to work with a diverse group of people of different skills, backgrounds, organizations, and management levels
  • Ability to become a Trusted Advisor: provides advice across multiple areas of expertise and builds broader capability
  • Fluent in written and spoken English

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 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.

All your information will be kept confidential according to EEO guidelines

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.

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.

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