Customer Advocate - Focused Services (Remote)

About the Role

We are seeking a dedicated Customer Advocate - Focused Services (Remote) to join our team at Palo Alto Networks. In this role, you will be at the forefront of customer engagement, addressing complex post-sales concerns and providing tailored technical support. If you are passionate about cybersecurity and eager to make a meaningful impact, this is the opportunity for you.

What You'll Do

• Provide exceptional technical support to our customers and partners, ensuring their needs are met effectively.
• Manage support cases from initiation to resolution, including timely follow-ups and communication.
• Conduct fault isolation and root cause analysis for technical issues, enhancing customer satisfaction.
• Author Technical Support Bulletins and contribute to our Knowledge Base, sharing your expertise.
• Collaborate with the Engineering team to influence product operability and enhance our offerings.
• Communicate complex technical issues clearly to both internal and external stakeholders.
• Participate in weekly reviews and root cause analysis for critical issues, fostering transparency and improvement.
• Travel to customer sites for critical situations, expediting resolutions as needed.

Requirements

• A minimum of 5 years of network security experience, with strong communication and customer service skills.
• Proficiency with various operating systems including Windows, Linux, iOS, Android, and macOS.
• Solid analytical troubleshooting skills in Linux and a strong understanding of Internet-based technologies.
• Familiarity with SOAR platforms and intermediate expertise in SIEM workflows.
• Fundamental knowledge of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment.
• A bachelor's degree in computer science or a related discipline, or equivalent military experience.

Nice to Have

• Knowledge of IP network technologies and performance monitoring tools such as Datadog and Cloud Watch.
• Basic scripting knowledge in JS, Python, or PowerShell.

What We Offer

• A competitive salary range of $103,400 - $167,200 per year, commensurate with experience.
• Opportunities for professional growth and development within a leading cybersecurity firm.
• A collaborative work environment that values diverse perspectives and innovative thinking.
• Flexible work arrangements to support work-life balance.
• Comprehensive benefits package including health, wellness, and retirement plans.

Join us as a Customer Advocate - Focused Services (Remote) and be part of a team that is dedicated to protecting our digital way of life. Apply now to make a difference in the cybersecurity landscape!