Senior Business Insights Consultant ( Technical Support )

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.

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! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

As a Sr Business Insights Consultant focused on Support, you will play a pivotal role in driving our Support Transformation with high visibility across the organization. You will partner with senior leaders and cross-functional teams to translate data into strategic, actionable insights that shape business priorities and elevate customer outcomes. This role calls for a hands-on, strategic leader who can design, influence, and execute high-impact initiatives end-to-end. You will excel in a dynamic, fast-moving environment that values innovation, problem-solving, and continuous improvement. Your work will directly inform company strategy and deliver impact at scale.

Apply first-principles thinking to deconstruct complex problems and design pragmatic, high-impact solutions that advance business priorities Synthesize diverse data sources into actionable insights that enable clear, confident decision-making at all levels of the organization Deliver concise, compelling materials for executive audiences, including business cases and strategic plans that drive measurable outcomes Own and direct the global Case Elimination Program. Perform advanced qualitative and quantitative analyses on support case data to isolate root causes, partnering directly with R&D and Engineering leaders to prioritize product enhancements that eliminate customer friction and support case volume at the source. Aged Backlog Reduction & Serviceability Strategy: Lead strategic initiatives focused on Aged Case Backlog Reduction. Collaborate with Engineering to conduct deep-dive technical investigations into complex aging cases (>30 days), identifying systemic friction points (such as lab reproduction blockers or data collection failures) and driving targeted product serviceability enhancements to accelerate Time-to-Resolution (TTR). Executive Stakeholder Management & Engineering Interlock: Serve as the primary strategic liaison between Support Operations, Engineering, and executive leadership. Synthesize complex technical data into high-impact recommendations, chairing interlock forums to align cross-functional priorities with broader company goals. End-to-End Strategic Ownership & Agility: Demonstrate full end-to-end accountability for multi-theater operational programs, from initial problem identification through technical solution architecture and executive roll-out. Rapidly adapt strategies to evolving business priorities while maintaining strict performance governance.

Demonstrated experience acting as an operational catalyst who drives end-to-end initiative execution rather than delivering passive analytical reports . Tech & Support Operations Expertise: Background in enterprise technical support operations,