Senior Director, Technical Services (NetSec)
Palo Alto NetworksSingapore6 hours ago
Full-timeConsulting
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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
Job Summary
As the Senior Director of Technical Services for NetSec, you will lead a high-performing team of Professional Services and Customer Success Engineers across the JAPAC region. Your primary mission is to ensure customers achieve maximum value from our network security solutions through expert guidance, seamless deployment, and strategic adoption. You will drive operational excellence, champion innovation by integrating new technologies and efficiency tools, and collaborate with cross-functional leaders to solidify Palo Alto Networks as the cybersecurity partner of choice.
Key Responsibilities
Required Qualifications
The Team
Our technical services team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients post-sale. Our dedication to our customers doesn't stop once they sign - it evolves.
As threats and technology evolve, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised. But you won't wait for them to be raised, you'll seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
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.
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
Job Summary
As the Senior Director of Technical Services for NetSec, you will lead a high-performing team of Professional Services and Customer Success Engineers across the JAPAC region. Your primary mission is to ensure customers achieve maximum value from our network security solutions through expert guidance, seamless deployment, and strategic adoption. You will drive operational excellence, champion innovation by integrating new technologies and efficiency tools, and collaborate with cross-functional leaders to solidify Palo Alto Networks as the cybersecurity partner of choice.
Key Responsibilities
- Lead and oversee all post-sales technical service delivery in the JAPAC region, ensuring high-quality execution for Palo Alto Networks’ NetSec products.
- Act as the single point of accountability for technical services, proactively collaborating with Sales, Product, and Engineering to ensure alignment and delivery of business outcomes.
- Build and develop a high-performing team of technical professionals by hiring, mentoring, and managing performance in line with defined capability requirements.
- Drive key business objectives, including consultant utilization, service margin, time-to-value (TTV), and customer satisfaction (CSAT) through data-driven decisions.
- Engage with executive-level customer stakeholders to provide value reviews, ensure strategic alignment, and resolve escalated issues.
- Champion continuous improvement and innovation within the Technical Services team, implementing automation, AI, and optimized workflows to enhance efficiency and scale.
- Foster strong strategic relationships with subcontractors and delivery partners to maintain a flexible and high-quality resource mix.
- Represent the JAPAC region at a global level, sharing customer insights and local challenges to influence global strategy and programs.
Required Qualifications
- Bachelor’s degree in a STEM field or equivalent military experience.
- 10+ years of experience in technical services, professional services, or customer success within a high-growth SaaS/cloud enterprise environment.
- 5+ years of experience in a leadership role managing regional technical teams.
- Deep expertise in the Network Security domain.
- Willingness to travel up to 30% within the JAPAC region and occasionally globally.
- Master’s degree or MBA.
- Proven success managing key performance indicators such as service margin, utilization, and customer satisfaction (CSAT).
- Direct experience with Palo Alto Networks security products and solutions.
- Prior experience working with customers and teams specifically within the Japan market.
The Team
Our technical services team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients post-sale. Our dedication to our customers doesn't stop once they sign - it evolves.
As threats and technology evolve, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised. But you won't wait for them to be raised, you'll seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
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.
Key Skills
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