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Paul
Kozlov
Global Head, Support Systems, Tools & Programs
Palo Alto Networks
Paul Kozlov is a customer support and operations leader with over 25 years of experience spanning cybersecurity, enterprise software, IT infrastructure, and application security. He has led global technical support and support operations teams at CyberArk and now serves as Global Head of Support Systems, Tools, and Programs at Palo Alto Networks. Throughout his career, Paul has built scalable support organisations, improved operational performance, and driven strategic initiatives across customer support, systems, tools, and service delivery, with a strong focus on security, efficiency, and customer experience.
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27 October 2026 09:15 - 09:45
The support leader's role is changing: What that means for your team and your career
When AI agents handle resolution, triaging, and routing, what does a support leader actually do? The question is not hypothetical. It is playing out right now across support organizations that have deployed AI at scale and are figuring out what the team looks like on the other side. This session is a direct conversation about how the support leadership role is shifting, what the function looks like when AI handles the volume, and how to position yourself and your team for what comes next. Key learnings: - How the support leader's remit is shifting as AI takes on more of the operational load - What new skills and priorities matter most for support leaders in an AI-first environment - How to restructure team roles and career paths when AI changes the work - What the most forward-thinking support organizations are doing now to stay ahead If you are thinking about your next move as a support leader, this session will give you a clear picture of where the role is going.