Company Description
Our Mission
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. 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.
Who We Are
We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!
At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.
Job Description
Your Career
Partner Technical Enablement Manager (PTEM) in Palo Alto Networks GCSD is responsible fordriving technical enablement initiatives for Support Delivery Partners (SDPs) and serving as the interface with the Center of Excellence (COE) globally. This role focuses on training, skill development, and process optimization to enhance the capabilities of Partner Technical Support Engineers (TSEs). The ideal candidate is a collaborative self-starter with strong communication skills, capable of developing and executing training programs for Palo Alto Networks' Enterprise and Cloud solutions. They should have a strong understanding of network security, virtualization, cloud technologies, and technical support best practices.
Your Impact
- Establish and serve as the technical liaison between Palo Alto Networks and the Support Delivery Partners
- Serve as the primary representative of TAC, collaborating with the Training Council and other stakeholders to drive the technical enablement of engineers for both existing and new products
- Identify technical gaps and trends to develop targeted training initiatives
- Lead technical enablement initiatives for Support engineers, aligning with Global Customer Support Delivery objectives
- Oversee the continuous refinement of the new-hire training curriculum. The candidate will be responsible for technical enablement for TSEs in production
- The candidate will be responsible for regular technical assessments for new Support/SDP opportunities and role changes
- The candidate will identify technical gaps and trends to create and deliver training
- Review and participate in discussions for customer feedback/escalations/T3 concerns
- Facilitate regular technical discussions, including Tek-Talks and case swarming sessions, to enhance knowledge sharing
- Develop processes and tools for technical upskilling of support engineers
- Liaise with the badged team/Training council for driving new feature-related training within support
- Manage Quality and Efficiency of support engineers engagement with Engineering. Identify trends for enablement through JIRA quality and usage of App Studio and P2 Inline JIRA processes
Qualifications
Your Experience
- This position is for a staff employee at PANW and requires full-time in-office work out of Palo Alto Networks, India-Bangalore
- Bachelor's degree in Computer Networks or equivalent experience
- 5+ years of experience in network security TAC, technical training and enablement
- PAN-OS trained, PCNSE Certified and hands on experience working in Palo Alto Networks TAC
- Excellent knowledge and understanding of Next Generation Firewall, Virtualization platforms and Cloud products like Prisma Access and Cortex XDR
- Strong background in training development and delivery, leveraging various learning methodologies.
- Prior experience in content development and training delivery (optional)
- The candidate should have prior experience in planning, executing & driving backlog reduction/TTR/Escalation exercise for a team
- Critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results.
- Excellent verbal and written communication skills with a talent for building rapport. Strong presentation skills and ability to work with diverse teams
Additional Information
Outcome:
- Provide mentorship to Technical Leads, and Senior Engineers(SME), fostering their professionaldevelopment and facilitating technical upskilling. Additionally, collaborate with Subject Matter.
- Experts (SMEs), ETAC (Escalation Technical Assistance Center) and Engineering to ensure effective knowledge transfer and continuous improvement in technical expertise
- Drive key metrics like TTR, FTF and development of engineers
- Recognizes patterns and identifies technical or process gaps using DSATs and Escalations to support engineers in enhancing their skills.
- Collaborate to collect and consolidate feedback received from COE Handoffs, extract valuable insights, and incorporate them into upskilling initiatives to drive continuous improvement.
- Responsibility for organizing and facilitating theater-wide case swarming sessions, with the aim of expediting case resolution and reducing technical gaps resulting in improvement of TTR, FTF and CSAT
- Implements a gating mechanism by conducting regular technical assessments of support resources to ensure their skills and knowledge meet the required standards
Our Commitment
We’re problem solvers that 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 [email protected].
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.
