Manager, Customer Engineering

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Cortex by Palo Alto Networks

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2005

🔒 Cybersecurity

🤖 Artificial Intelligence

Cybersecurity • Artificial Intelligence • Software

Cortex by Palo Alto Networks is an AI-powered cybersecurity platform designed to enhance real-time security operations across the enterprise and cloud environments. It provides a comprehensive suite of solutions including threat detection, incident response, and security automation to protect organizations from sophisticated cyber threats and streamline security management. The platform emphasizes proactive security measures and integrates seamlessly with various systems, supporting businesses in managing their cybersecurity posture effectively.

📋 Description

• Lead and grow the Customer Engineering team while remaining hands-on with complex technical work • Hire, onboard, and develop Customer Engineers • Set team goals and growth plans • Own performance management, calibration, and feedback • Manage team capacity and workload across tickets and projects • Handle complex tickets and escalations • Serve as the final technical escalation point for high-stakes customer issues • Draft, review, and merge pull requests where applicable • QA tickets for resolution quality, tone, and playbook adherence • Track recurring issues and support trends to improve processes, tooling, and documentation • Report team health metrics to leadership • Build and maintain ticket triage, escalation paths, and on-call coverage • Own troubleshooting playbooks, onboarding guides, and internal documentation • Identify and drive adoption of AI or automation to reduce manual ticket work • Represent Customer Engineering in Engineering and Product planning and prioritization • Advocate for customer-driven product improvements

🎯 Requirements

• 5+ years in a customer-facing technical role such as Customer Engineering, Technical Support, or Solutions Engineering • Hands-on experience troubleshooting production issues for enterprise customers • 2+ years directly managing a technical team, including hiring, performance management, and career development • Comfortable reading code across the stack and learning the product deeply enough to identify root causes • Working knowledge of Git-based workflows, CI/CD, code review, testing, and deployment • Track record of using ticket and support trend data to drive process, tooling, or documentation improvements • Experience partnering cross-functionally with Engineering and Product • Strong written and verbal communication • Nice to have: B2B SaaS or developer tooling experience • Nice to have: support tooling, automation, or AI-assisted workflow experience • Nice to have: experience scaling a support or Customer Engineering team through a growth stage

🏖️ Benefits

• Competitive Equity Package • National medical, dental & vision insurance (we cover 100% for employees!) • Unlimited PTO & flexible working hours • 401k plan • Gender-neutral parental leave • $1000 yearly Learning & Development stipend • $400 monthly perks stipend (use it on anything) • Pet Insurance • Company offsites a few times a year, with travel provided