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Client Support Account Specialist

2 months ago

Plano Texas, United States Palo Alto Networks Full time
Position Overview

Your Role

As a Client Support Account Specialist, you play a crucial role in enhancing the support experience for our valued clients.

Your primary duty involves overseeing the technical support services across the Palo Alto Networks suite of products, ensuring that we consistently surpass client expectations.

By partnering with your clients, you will gain insights into their business objectives and security needs, enabling you to provide support services that foster client loyalty and success.

Ideal candidates will be customer-focused team players who utilize proven technical knowledge alongside strong business insight to help clients achieve optimal outcomes and realize the full value of their investment in the Palo Alto Networks security solutions.

Your Contributions

Lead the delivery of our tailored, high-touch support services to clients.


Engage in technical discussions to facilitate the resolution of issues that hinder the successful implementation of the Palo Alto Networks platform.

Develop a comprehensive understanding of our clients' business and security priorities to offer expert guidance and support.

Prepare and present weekly status updates that summarize the support status of ongoing issues, progress on tasks, and upcoming activities.

Collaborate with support engineers to document, deliver, and present detailed root cause analyses for client issues.

Conduct quarterly business reviews to communicate the value clients are gaining from their investment in Palo Alto Networks.


Work alongside account teams to comprehend their strategies for account growth and assist in identifying opportunities to provide solutions and services to clients.


Understand how clients utilize their Palo Alto Networks products and offer best practices guidance to enhance their security posture.

Provide updates on product and feature advancements.

Proactively analyze data to monitor client health, mitigate risks, and resolve technical issues efficiently.


Act as a champion for clients, coordinating internal resources during the triage and resolution of high-severity cases to ensure timely resolutions.

Ensure that clients and internal stakeholders receive timely information to facilitate quicker decision-making in resolving issues.

Engage with Product Management on behalf of clients to relay security priorities and operational needs as feature requests.

Commit to your ongoing development by maintaining technical expertise across the Palo Alto Networks platform.