Technical Account Manager

Position: Staff Technical Account Manager
Our Mission

At Palo Alto Networks®, We're united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Our

Mission

At Palo Alto Networks®, We're united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who

We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact.

Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Summary The Team

Customer Success - Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

Job Summary

We are seeking a highly skilled Staff Technical Account Manager to serve as a critical bridge between our internal teams and enterprise customers. In this role, you will act as the centerpoint connecting Customer Success, Engineering, Technical Assistance Center (TAC), and Consultation teams. As a leader in technical account management, you will guide, mentor, and train internal teams and customers to ensure seamless communication and successful product utilization.

Your expertise will be vital in driving technical health and maximizing the value of our cybersecurity solutions.

Qualifications

Key Responsibilities

• Take full ownership of the Technical Health and overall Technical Account Health across your portfolio, ensuring environments are optimized and stable.
• Manage a demanding customer load, providing high-touch technical account management and strategic oversight for enterprise-level clients.
• Work directly with district and regional management across Sales, TAC, and Customer Success to drive customer outcomes and lead QBRs.
• Lead as a program manager, demonstrating exceptional training abilities to level up the internal team and our clients.
• Regularly attend engineering status calls to stay aligned on product updates, advocate for customer needs, and track technical resolutions.
• Assist in Root Cause Analysis (RCAs) to resolve high-priority escalations and improve future operational stability.
• Foster a culture of excellence by mentoring and training staff in the core principles of high-level technical account management.

Required Qualifications

• 10+ years of experience in Technical Account Management, Customer Success Engineering, Security Operations, or a highly technical…