Global Cybersecurity Solutions Expert

hace 6 días


San José, San José, Costa Rica Palo Alto Networks A tiempo completo
About the Role

We are seeking a highly skilled Cybersecurity Solutions Expert to join our team as a Senior Support Account Manager. In this role, you will be responsible for managing our customers' services experience to ensure Palo Alto Networks is exceeding customer expectations.

The ideal candidate will have 8+ years of experience in technical support within the high-tech industry, with a strong background in client-facing sales or services. They will also possess project management or service delivery qualifications such as PMP, PRINCE2, or ITIL.

Your Key Responsibilities

  • Serve as the 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.
  • Detect and prevent security threats using PAN-OS features.

Your Requirements

  • 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, or ITIL.
  • 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.
  • Fluency in English language (additional languages may be beneficial).

  • Estimated Salary: $115,000 - $135,000 per annum based on location and industry standards.


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