Being the cybersecurity partner of choice, protecting our digital way of life.
Your Career
Performance exceeds expectations relative to:
- Challenging goals, delivering high quality results, in all areas
- Consistently elevates individual and team performance
- Embodies Palo Alto Networks core values in daily execution of work
- Employee operates above expectations and consistently delivers beyond what is expected
- Embodies PANW culture and core values and upholds them consistently
- Executes to a high level of excellence, ensuring completion of all tasks/projects
Your Impact
- Serve as the Palo Alto Networks’ central point of contact for Support delivery and Case Management to ensure the customer has an integrated service delivery experience
- Develop a deep understanding of our customer’s business challenges and their technical environment to provide technical information, guidance, and support
- Identify upselling opportunities for the account team
- Proactively monitor complex issues working closely with other Customer Support and Engineering teams to resolve customer technical issues
- Lead any customer escalation communication and engagement
- Manage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering ensuring the customer and internal stakeholders have the information required to make decisions and to act in order to resolve customer issues quickly
- Deliver Case Support Review meetings with the support and involvement of the Account Team
- Deliver Risk Advisory notifications (Security, PANOS, Cloud, HW)
- Advises other SAMs on how to manage complex customer situations by coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering to ensure the customer and internal stakeholders have the information required to make decisions and to act in order to resolve customer issues quickly
- Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests
- Provide support and onboarding assistance as an expert on at least three+ PANW products and solutions
- Lead contributions to peer reviewed white papers, create technical content review for KB and contribute to customer facing forums
- Lead delivery methodology improvements and mentoring enablement efforts with fellow peers
Your Experience
- 8+ years of experience in technical support within the high-tech industry
- 8+ years of client facing sales or services experience
- Project Management or service delivery qualifications such as PMP, PRINCE2, ITIL is a plus
- Demonstrated ability to prioritize work within a demanding environment, delivering consistent results even under pressure
- Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
- Extensive experience in influencing teams 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
- Deep Knowledge of CyberSecurity Technologies and Solutions
- Deep Knowledge of heterogeneous environments used by enterprise customers
- Fluency in the Japanese language and Business level in English
- Extensive experience in managing simultaneous projects in a dynamic environment with constant change to address emerging security risks and challenges
- Lead fellow peers and stakeholders with a positive, growth-oriented mindset
- Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
- Experience mentoring fellow peers and contributing with global initiatives
All your information will be kept confidential according to EEO guidelines.
