Company Description
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
Your Career
A Support Account Manager plays a big part in ensuring Palo Alto Networks secures customers for life by delivering the best high-touch and personalized support experience in Cybersecurity! A Support Account Manager’s responsibilities includes driving customers’ technical support health to inspire customer confidence in operating, maintaining and adopting our Palo Alto Networks platform. The SAM orchestrates the delivery of support services for technically complex, strategic customers in collaboration with support engineers, incident commanders and support leaders. SAMs understand their customers’ security priorities, their environment, their needs and their issues to drive technical health, time to resolve and customer satisfaction. A successful Support Account Manager is a customer-obsessed team player who leverages demonstrated technical expertise and exceptional communication skills to ensure customers achieve the right outcomes and realize the value of their investment in the Palo Alto Networks security platform.
Your Impact
Deliver a high-touch, personalized customer support experience to complex, strategic customers consuming products across the Palo Alto Networks product portfolio.
Identify and manage technical issues by identifying and communicating a path to resolution in order to resolve customer support issues swiftly and efficiently.
Develop an understanding of our customer’s business and security priorities to personalize the customer’s support experience.
Develop and deliver weekly status reports to communicate the clear and actionable issue path to resolution and to review trends of customers issues to learn from every case.
Proactively use data to monitor customer health, to resolve customer technical issues and to proactively mitigate risks to avoid escalations. .
In collaboration with support engineers, document, deliver and present in-depth, technical, root cause analysis for customer issues.
Act as an advocate for customers, coordinating internal resources including support, incident management and engineering to triage and quickly resolve high severity cases.
Ensure your customers and internal stakeholders have timely information to make decisions in order to resolve issues more quickly.
Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests.
Deliver quarterly business reviews that communicate the outcomes delivered and value the customer is deriving from their high-touch support service and their Palo Alto Networks’ investment.
Partner with account teams to understand their account expansion strategy and to support in the identification of opportunities to deliver solutions and/or service to your customers.
Understand how customers are using their Palo Alto Networks products and provide best practices guidance to increase their security posture.
Invest in your continuous development by maintaining technical proficiency across the Palo Alto Networks platform.
Qualifications
Your Experience
5+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and technical 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 but not limited to 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; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
Positive, growth-oriented mindset
Experience leveraging Gainsight or Customer Success tools to proactively monitor customer health and mitigate risks, contributing to swift issue resolution and enhanced customer satisfaction and adoption rate
Business level Japanese and English skills
Project Management certifications or qualifications such as PMP, PRINCE2, ITIL is a plus
Additional Information
The Team
Our technical support team is critical to our success and mission. As part of this team, you provide support to customers after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in fixing integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our customers are safely supported. We fix and identify technical problems, with a pointed focus on 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 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.