Palo Alto Networks® is the fastest-growing security company in history. We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you! Palo Alto Networks is searching for a senior customer support professional who will be part of a special incident response team and play a critical role in triaging customer security events, including investigation of technical details and coordination with multiple cross-functional stakeholders - from company CSO’s and professional services consultants to threat specialists - to ultimately assist the customer in resolving their issue.

This is a unique opportunity to be a part of a team that is at the center of upholding the company’s mission, sharing and influencing best practices, and aiding customer organizations as they seek a trusted partner to navigate unique and time sensitive security incidents. 

This individual must have quick-thinking skills, inquisitive nature, ability to quickly assess unique situations, draw conclusions on limited data, determine best recommended next steps, and report out key facts, lessons learned and actions completed on each incident.  This also includes assessing trends over time that can help influence how the team grows and the company invests to further assist customers. A general technical background (knowledge of cyber terms, technologies and types of incidents) is important, but deep technical knowledge is not required.

RESPONSIBILITIES:

• Serve as single POC for triaging and quarter-backing unique customer security incidents.
• Gather all event intelligence to assess incident details, recommend assistance and engage appropriate cross-functional stakeholders for assistance.
• Follow thru on each recommended action and engaged parties to drive resolution on the incident, identify and track all steps taken to assist the customer, lessons learned and important trend-related information.
• Produce clear, accurate and detailed reports, as well as conciseexecutive summaries, on each incident for account teams, executivesand all appropriate constituents.
• Closely monitor security industry news for noteworthy incidents and take the initiative to contact associated account teams and assess events for appropriate action.
• Identify and implement mechanisms to streamline information gathering and speed the process by which key information is disseminated to key constituents and incident is resolved.
• Initiate, drive and participate in efforts to educate internal colleagues at all department levels on the philosophies, processes and practices of the incident response team
• Work directly with international support and communications colleaguesto ensure 24x7 assistance can be provided as needed.

QUALIFICATIONS:

The ideal candidate is self-driven, comfortable working with lots of different stakeholders from security researchers and support professionals to sales team members, system engineers and executives in a fast-paced environment to get to the heart of an industry event or customer incident.  This candidate must be flexible and deadline oriented with very strong project management and communication skills and the ability to handle multiple time-sensitive workflows at a time.

• Bachelor’s degree or higher
• At least 5 years of experience in a customer-facing support role
• Excellent assessment, triage and response skills
• A solid grasp of security industry terms, trends and technologies with the ability to translate technical information into meaningful and actionable points
• Must have ability to work under pressure, oftentimes long hours, be able to make quick decisions, bring in appropriate resources and deliver quality summaries against tight deadlines.
• Very good written and verbal skills are required for reporting and sharing accurate and appropriate information with key stakeholders.
• Self-motivated, proactive individual with proven project management and tracking skills
• A collaborative and flexible personality that allows for building strong relationships across the company and different international colleagues
• Familiarity with Salesforce.com is preferred
• Flexibility and sense of urgency with regards to timely communications that may require flexible work hours and accommodation for interactions across various time zones

Learn more about Palo Alto Networks here and check out our fast facts #LI-CC1