Sr Director, Technical Support

Welcome to Palo Alto Networks, a leading cybersecurity company that is dedicated to protecting our customers' digital environments. We are currently seeking a highly experienced Sr Director of Technical Support to join our dynamic and innovative team. In this role, you will be responsible for providing strategic direction and leadership to our Technical Support department, ensuring the highest level of service and support for our customers. As a key member of our leadership team, you will have the opportunity to drive continuous improvement and help shape the future of our Technical Support organization. We are looking for a driven and customer-focused individual with a strong technical background and proven leadership skills. If you are passionate about cybersecurity and thrive in a fast-paced environment, we would love to hear from you!

1. Provide strategic direction for the Technical Support department, aligning it with the overall goals and objectives of the company.
2. Lead and manage a team of technical support professionals, providing guidance, mentorship, and performance evaluations.
3. Ensure the delivery of high-quality and timely technical support services to customers, meeting or exceeding service level agreements.
4. Collaborate with other departments, such as product development and sales, to improve product quality and customer experience.
5. Develop and implement processes and procedures to continuously improve the efficiency and effectiveness of the Technical Support department.
6. Stay updated on industry trends and best practices, and incorporate them into the Technical Support strategy.
7. Monitor and analyze customer feedback and data to identify areas for improvement and implement appropriate solutions.
8. Act as a point of escalation for complex technical issues, working closely with the support team to resolve them in a timely manner.
9. Cultivate and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction.
10. Participate in budget planning and resource allocation for the Technical Support department.
11. Communicate regularly with senior management, providing updates on the performance and progress of the Technical Support department.
12. Act as an ambassador for Palo Alto Networks, representing the company’s values and mission to customers and industry partners.
13. Continuously assess and improve the skills and knowledge of the Technical Support team through training, coaching, and professional development opportunities.
14. Maintain a deep understanding of the company’s products and services, as well as the competitive landscape.
15. Proactively identify and address potential risks or challenges in the Technical Support operations, and develop contingency plans as needed.

According to JobzMall, the average salary range for a Sr Director, Technical Support in London, UK is £90,000 - £120,000 per year, with the median salary being £105,000. This can vary depending on factors such as the size and industry of the company, the candidate's level of experience, and the specific responsibilities and skills required for the role.

Palo Alto Networks, Inc. an American multinational cybersecurity company with headquarters in Santa Clara, California. Its core products are a platform that includes advanced firewalls and cloud-based offerings that extend those firewalls to cover other aspects of security.