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Senior Director

Being the cybersecurity partner of choice, protecting our digital way of life. 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. As a member of our team, you will be shaping the future of cybersecurity. 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! 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. The Senior Director, Global Support EMEA will lead the Network Security support organisation as part of the Global Customer Services (GCS) organization. The position encompasses the leadership, operational excellence and transformation of our support teams across all support service offerings. Additional areas of focus include partner management and forging deep, collaborative relationships with field and sales leadership, strong engineering engagement as well as delivering a unified customer experience with peers in the Professional services and Customer Success organisations.  The EMEA Support Senior Director will use enterprise technical support industry best practices to drive operations, transformation, and influence teams both internally and outside of the support organization.  The EMEA Support Senior Director continually evaluates Support’s performance to measure success, determines opportunities and gaps, and drives resolution of prioritized efforts and projects. Key areas of process management oversight include: case management, knowledge management, measuring and reporting customer health and satisfaction, data quality and integrity, product feedback loop, compliance, etc. Drive an operational rigour that meets the needs and requirements of the business and is aligned with global delivery teams. Understand and take corrective actions based on data analytics, operational reporting, and analysis. Drive operational improvements through the use of relationship building and high quality data. Manage Customer Support projects as needed Provide professional development for all team members Leading, building and developing high performing technical support teams with world class metrics.  Driving collaborative relationships with product development teams with demonstrable outcomes that influence product quality, serviceability and supportability. Unified customer health management experience with Professional Services and Customer Success organisations. Ten (10) + years’ management experience, leading a technical support organization as part of an international 24x7x365 enterprise support organisations. The Team Our Technical Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry. 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 accommodations@paloaltonetworks.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.

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