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.

　　Our Approach to Work

　　We lead with flexibility 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 personalization and 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 three days per week, leaving two days for choice and flexibility to work where you feel most effective. 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 and thrive, together!

　　Job Description Your Career

　　The Sr. Partner Support Account Manager (PSAM) manages our MSSP (Managed Security Service Provider)’s services experience to ensure Palo Alto Networks is exceeding their expectations. As a partner to the Account Team, the Sr. PSAM understands the account strategy and the MSSP’s security and business priorities in order to address, solve and support all issues quickly and effectively. Also, this individual will advise other PSAMs on how to proactively monitor complex issues and work closely with other stakeholders in expediting the resolution of customer technical issues

　　Performance exceeds expectations relative to:

　　challenging goals, delivering high quality results, in all areasconsistently elevates individual and team performanceembodies Palo Alto Networks core values in daily execution of workEmployee operates above expectations and consistently delivers beyond what is expectedEmbodies PANW culture and core values and upholds them consistentlyExecutes 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 MSSP has an integrated service delivery experienceDevelop a deep understanding of our MSSP’s business challenges and their technical environment to provide technical information, guidance, and supportProactively monitor complex issues working closely with other Customer Support and Engineering teams to resolve MSSP technical issuesLead any MSSP escalation communication and engagementDeliver Case Support Review meetings with the support and involvement of the Account TeamDeliver support related advisory notifications (Security, PANOS, Cloud, HW)Engage Product Management on behalf of the MSSP to communicate security priorities and operational requirements as feature requests Qualifications Your Experience

　　8+ years of experience in technical support within the high-tech industry8+ years of customer or MSSP facing role experienceProject Management or service delivery qualifications such as PMP, PRINCE2, ITIL is a plusDemonstrated ability to prioritize work within a demanding environment, delivering consistent results even under pressureDemonstrated ability to identify key customer or MSSP stakeholders, engage and build relationships without direct supervisionExtensive experience in influencing teams across the organization to achieve desired customer or MSSP outcomesExcellent 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 termsDeep Knowledge of CyberSecurity Technologies and SolutionsDeep Knowledge of heterogeneous environments used by enterprise customers or MSSPFluency in the English language as well as other customer language requirements (where applicable)Extensive experience in managing simultaneous projects in a dynamic environment with constant change to address emerging security risks and challengesLead fellow peers and stakeholders with a positive, growth-oriented mindsetThrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and IntegrityExperience mentoring fellow peers and contributing with global initiatives Additional Information 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.

　　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 [email protected].

　　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.

　　Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.