• Lead the team in delivering a platform which ensures that Airbnb can leverage experimentation to guide decision-making and build understanding, with speed and reliability. • Be conversant in systems design/architecture, can reason about trade-offs, and ultimately own & defend technical decisions / technical direction for your team • Work across the organization, partnering with both upstream dependencies (e.g. data infrastructure, core services), stakeholders, and customers (Data Science, Analysts, Product Engineers) • Empower the team to achieve a high level of productivity, reliability and simplicity. • Stay current on leading industry trends and participate in defining the company’s engineering culture.

Company OverviewAt Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department OverviewMotorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers. Job Description - The Customer Support Manager (CSM) provides efficient and effective customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products. - Manage government contracts with responsibility for the successful delivery of service products for local government customers. - Manage the relations with external partners responsible for contract renewals, proposals, forecasting, statements of work, P&L, and receivables goals. - Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams. - Responsible for the development of service account plans and profiles, goals and strategies within assigned accounts. - There is a major emphasis on developing customer relationships that will position Motorola Solutions for Service growth throughout the designated customer base. - Must be willing to travel throughout the designated region (State of Illinois) and meet with customers face to face on a regular and ongoing cadence. - Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance. - Work with customers to discuss concerns and drive corrective actions to closure. - Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables. - Ensure that customers receive appropriate and timely reporting as required by the Services Contract. - Manage sub-contractors’ deliverables and adherence to agreed scope and outcomes. - Manage product quality issues as needed - Engage as needed in the case management process to ensure proper service delivery - Assist partners, vendors, and customers as needed with payment and billing issues - Identify and implement areas for improvement to ensure improved service quality and best practice delivery - Ensure all operational documentation remain up to date and relevant - Manage third party vendors - Manage contract change management - Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests. - Gather and provide Booking Packages to SCSO for contract loading - Work closely with the Motorola Project Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. - The CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed. - Work with customer and field teams to create and/or update existing Customer Support Plans (CSP) - Create customer and service provider Statements of Work - Execute contract documents and obtain customer purchase orders - Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates/changes, Installation Agreements (write-up, obtain PO, and manage) - Lead and manage the coordination of variation and other change request response and implementation of approved changes. - Oversee the change implementation into service delivery operations in coordination with Customer. - Work with customers on up-sell/cross-sell - Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs. - Achieve stated on time contract renewal goal - Achieve stated services growth goal for assigned contracts - Able to communicate with customer IT personnel regarding WLAN and wired infrastructures. Candidate Requirements - Residency in the state of Illinois is preferred but not required. - Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract - Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. #LI-CC1 Target Base Salary Range: $80,000 - $120,000 USD Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. Basic Requirements - 5+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales. - Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. Travel Requirements25-50% Relocation ProvidedNone Position TypeExperienced Referral Payment PlanYesOur U.S. Benefits include: - Incentive Bonus Plans - Medical, Dental, Vision benefits - 401K with Company Match - 10 Paid Holidays - Generous Paid Time Off Packages - Employee Stock Purchase Plan - Paid Parental & Family Leave - and more! EEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

• Overseeing architecture and infrastructure decisions for the Biosphere platforms with a specific focus on Cloud-agnostic designs. • Upholding engineering best practices—Code Quality, CI/CD, Testing, Performance, Observability and Security Standards. • Driving technical innovation. • Optimising delivery processes (e.g. Agile/Scrum/Kanban). • Establishing robust metrics, monitoring team performance, and driving continuous improvement. • Ensuring timely, high-quality releases with reliability and maintainability in mind. • Working with Tech Leads to implement patterns that minimize vendor lock-in. • Augmenting engineering capability by using appropriate AI coding tools. • Line-managing 3–4 Technical Leads. • Providing coaching, performance development, and mentorship. • Ensuring career growth through planning and regular feedback. • Aligning engineering roadmaps with business goals and product direction. • Driving continuous improvement, by challenging the status quo and fostering a culture of innovation and product and technical ownership. • Collaborating with Product, Design, QA, and Customer Success to deliver impactful features. • Building a strong relationship with our enabling teams from Infrastructure, Data and Integrations.

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary Job Summary We are seeking a highly motivated Software Engineering Manager to lead and grow development teams working on Cortex, Palo Alto Networks’ leading platforms for cloud security and security operations. This leader will be responsible for delivering highly scalable, reliable, and secure cloud-native services, collaborating with global teams, and mentoring engineers to deliver next-generation cybersecurity solutions. Key Responsibilities - Lead, mentor, and grow a team of software engineers in Santa Clara, CA, fostering a culture of innovation and high performance. - Drive hiring, onboarding, and career development of engineers. - Own the end-to-end delivery of critical components in Cortex Exposure Management. - Work with architects and product managers to design scalable and secure solutions. - Ensure best practices in cloud-native development, CI/CD, and site reliability. - Drive engineering excellence through code reviews, technical guidance, and architectural decisions. - Partner with global engineering teams, product management, and UX to align delivery with customer needs. - Champion modern development practices in microservices, containers, Kubernetes, and distributed systems. - Continuously optimize performance, cost efficiency, and scalability of cloud services. Qualifications - 10+ years of software development experience, with at least 3+ years in technical leadership. - Proven track record of building and scaling SaaS/cloud services (AWS, GCP, or Azure). - Strong knowledge in Kubernetes, containers, and cloud-native development. - Strong background in distributed systems, APIs, data pipelines, or security platforms. - Ability to recruit, build, and retain top engineering talent. - Strong communication and stakeholder management skills across global teams. - Results-oriented mindset with a passion for delivering impact. Preferred Qualifications - Previous experience in cybersecurity, observability, or large-scale multi-tenant platforms is a plus. Compensation Disclosure The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here. $165,000.00 - $267,500.00/yr Our Commitment We’re trailblazers that dream big, 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.com. 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. Is role eligible for Immigration Sponsorship?: Yes