Support Account Manager

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.

Our Approach to Work

We lead with personalization and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office with some flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate on the industry’s best cybersecurity solutions together

Your Career

As a Support Account Managers (SAM) you are 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.  As a partner to your Customers, you will understand their business goals and security priorities in order to deliver support services that drive customer loyalty and success.  Successful candidates will be customer-obsessed team players who leverage demonstrated technical expertise with strong business acumen to ensure customers achieve the right outcomes and realize the value of their investment in the Palo Alto Networks security platform.  

Your Impact

• Provide leadership in the delivery of our high-touch, personalized support service to our customers. 

• Understand and participate in technical discussions in order to move towards the resolution of technical issues that are blocking successful adoption of the Palo Alto Networks’ platform. 

• Develop an understanding of our customer’s business and security priorities to provide technical best practice guidance and support. 

• Develop and deliver weekly status reports to summarize 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 that communicate the value the customer is deriving from 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 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 and to mitigate risk and to resolve customer technical issues. 

• Act as an advocate for customers, coordinating internal resources during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

• 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. 

• Invest in your continuous development by maintaining technical proficiency across the Palo Alto Networks platform. 

Your Experience

• 7+ 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. 

• 5+ 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

• Project Management certifications or qualifications such as PMP, PRINCE2, ITIL is a plus

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 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. 

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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.