Job description
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!
Job Description
Your Career
Technical Partner Manager
The Technical Partner Manager (TPM) will be responsible for ensuring that our Authorized
Professional Services (APS) Partners will be able to meet and exceed the stringent
requirements of our APS Program. The TPM will primarily be responsible for driving
improvements within their theater by identifying opportunities for upskilling partner capabilities
through Statement of Work (SOW), Service Engagement Form (SEF) and 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 APS Program metrics and will utilize
those metrics to analyze partner performance. When received, the TPM will review delivered
SOW/SEFs submitted to Palo Alto Networks by the Authorized Professional Services partner to
determine technical skills gaps by that partner which resulted in deployment assistance, failed
deployment and/or a technical case being escalated to our Technical Assistance Center (TAC)
within the initial 30-60 days. 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 APS 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, Professional 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 SOW/SEF reviews and 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 APS 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 APS Partner
performance, program objectives, etc.
● Communicate effectively with partners, stakeholders, and colleagues to drive
performance excellence within the APS program.
● Gain a detailed understanding of our APS program, its metrics, and the behaviors that
lead to excellent customer experiences
● Participate in the APS LIVECommunity site providing technical assistance and provide
recommendations to partner engineers regarding tools use, best practices, KB
recommendations, etc.
Qualifications
Your Experience
BA/BS in computer science or equivalent (MBA a plus) or similar experience
● 2+ years experience in Palo Alto Networks professional services with a deep
understanding of our products - with a history of strong performance
● Detailed technical experience in the installation, configuration and operation of high-end
firewall appliances, ideally our products
● Deep understanding of different security threats, internet protocols, and applications
● Detailed technical experience in the installation, configuration, and operation of high-end
firewall appliances, ideally our products
● Knowledge on Cortex products, specifically Cortex XDR, Cortex XSOAR, and/or Cortex
XSIAM strongly preferred
● Knowledge of SASE products (Prisma Access, Prisma SD-WAN a strong bonus!
● Strong TCP/IP networking skills
● Can effectively handle many different tasks at a time
● Extensive background in internetworking, LAN, and WAN technologies required
● 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
Additional Information
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.
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.
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.
