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About the Role

As a Support Account Manager (SAM), you will be key to shaping the support experience of our strategic customers. Your responsibility includes driving the technical support delivery across the Palo Alto Networks platform of products to ensure Palo Alto Networks is exceeding customer expectations. You will understand customer business goals and security priorities to deliver support services that drive customer loyalty and success.

Responsibilities

Provide leadership in the delivery of high-touch, personalized support service to customers.
Understand and participate in technical discussions to resolve technical issues blocking successful adoption of the Palo Alto Networks’ platform.
Develop an understanding of customer’s business and security priorities to provide technical best practice guidance and support.
Develop and deliver weekly status reports summarizing support status of open issues, task progression, and pending activities.
In collaboration with support engineers, document, deliver, and present technical, in-depth root cause analysis for customer issues.
Deliver quarterly business reviews communicating the value customers derive from their Palo Alto Networks’ investment.
Partner with account teams to understand their account expansion strategy and support the identification of opportunities to deliver solutions and/or services.
Understand how customers are using their Palo Alto Networks products and provide best practices guidance in support of customer use cases and to increase their security posture.
Deliver updates on product and feature enhancements.
Proactively use data to monitor customer health, mitigate risk, and resolve customer technical issues.
Act as an advocate for customers, coordinating internal resources during the triage and resolution of high severity cases.
Ensure customers and internal stakeholders have timely information to make decisions for quicker issue resolution.
Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests.
Maintain technical proficiency across the Palo Alto Networks platform for continuous development.

Requirements

3+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and information to customers from engineers to management to executives.
3+ years of client-facing sales or services experience with large enterprise, Fortune 500 companies.
Prior experience supporting network security technology, working in security operations, technical support, and/or cloud security with products including next generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation and response products.
Ability to translate business objectives into desired outcomes and deliver best practice guidance.
Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints.
Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision.
Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges.
Demonstrated ability to work in a matrix team environment partnering and influencing others across the organization to achieve desired customer outcomes.
Excellent written and verbal communication skills; ability to clearly articulate technical issues to both technical and non-technical audiences and explain the impact in business terms.
Positive, growth-oriented mindset.
Project Management certifications or qualifications such as PMP, PRINCE2, ITIL is a plus.

Skills

Technical support
Services delivery
Technical guidance
Client-facing sales
Services experience
Network security technology
Security operations
Cloud security
Next generation firewalls
SASE solutions
Endpoint security
Security orchestration
Automation
Response products
Business objectives translation
Prioritization
Stakeholder engagement
Relationship building
Issue management
Risk mitigation
Matrix team collaboration
Influencing
Written communication
Verbal communication
Technical articulation
Business impact explanation
Project Management (PMP, PRINCE2, ITIL)

Location

Remote

Work Type

Remote
Hybrid

Experience Level

3+ years

About the Company

Palo Alto Networks® is 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.
We are trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.
Our FLEXWORK approach rethinks and recreates every aspect of the employee experience, empowering employees to push boundaries and evolve together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability.

Equal Opportunity

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.