Deliver expert-level technical assistance to top-tier customers ensuring timely resolution of complex security issues through in-depth troubleshooting configuration guidance and best practice implementation.

Take complete ownership of support cases from initiation to resolution including multi-vendor troubleshooting fault isolation root cause analysis while ensuring meticulous documentation and timely updates in the ticketing system.

Act as a trusted advisor effectively communicating technical solutions to both technical and executive stakeholders fostering trust and credibility.

Collaborate closely with cross-functional teams—including Account Sales and Marketing—to drive seamless positive customer experience while proactively addressing critical challenges.

Drive continuous customer engagement through Quarterly Business Reviews QBRs and Account Case Reviews providing tailored recommendations release planning proactive risk mitigation strategies enhancing security posture.

Serve as subject matter expert on Palo Alto Networks' core technologies identifying product defects through lab replication network simulation performance testing.

Work with Engineering QA teams filing bug reports developing test plans improving software hardware quality each release cycle.

Facilitate hiring and onboarding conducting technical screenings training new hires on technical soft skills ensuring readiness via process tools training.

Contribute organization knowledge base authoring Technical Support Bulletins training materials troubleshooting guides enhance internal customer-facing resources.

Provide rapid high-quality support high-pressure situations traveling to customer sites expedite critical issue resolution.