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A Career in the Support Arena

Phillip Clark , Global Customer Support System Manager

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I have worked in the technology field for over twenty years. Starting my career as a field engineer in the communications sector around 1997. From engineering I moved into program management and then into a people management role. During my career, I have covered a broad variety of fields within technology and whether it was working with contact centers, customer relationship management platforms, or software to web portal technologies, my entire career has been focused within the support arena.

Presently, I am the manager of a global customer support business systems team. We help our company mission of protecting our way of life in the digital age by providing behind the scenes support of mission critical applications used by our organization. In gathering our stakeholders business requirements, analyzing complex problems, we deliver solutions used by our organization to address our end customer’s support needs. It’s a constantly changing, challenging, and evolving ecosystem – but one that I am always glad to work on every day in a field that I am proud to be a part of.

Why cybersecurity?

When you hear the term mission driven company, typically you think of a not for profit company. Most for-profit companies’ goals are to increase value to the shareholders and to sell something, typically that people don’t need. I didn’t want to be associated with that. I wanted to be in a job that really had something of value to offer and something I would feel good about aligning myself with. Today, in my role, I support the equivalent of technology first responders, who are on the forefront, servicing our customers in successfully thwarting cyber attacks against their networks. That is mission-driven and I don’t see a lot of opportunities in the tech sector where you can say that you are really doing something that is a positive in the industry and for the betterment of society as a whole, that is not just seeking a profit.

For me, I am connected to technology in ways most are not. I literally depend on technology to keep me alive. I have an implanted cardiac device that is remote controllable via a network. Understanding that, I want to make sure there isn’t a hacker out there who can access my pacemaker. So you can say, I have a very personal motivation to ensuring networks are protected. I also have a passion for making sure that the world is as safe as possible because everything is becoming more and more intrinsically dependent on networks and data.

When I look at technology and how everything is increasingly becoming more linked, whether it’s an appliance in a home or a car, there is some level of technology behind it that is being routed over a network and having that network secure is extremely important. That’s the mission. As such, I am a part of something that is protecting our digital way of life and that means that I’m not only coming to work to add value to a specific function, but in a way, I’m part of something that is important and is making a difference to the world we live in as a whole.

Why Palo Alto Networks?

The types of companies I’m drawn to have always seen support as a differentiator in the industry. That is important. My team comes to work knowing what they are doing is valued and matters. A lot of companies say that for support, you just should be on par with the rest of the industry. Who wants to go into a place where they are told that mediocrity is ok. Really? Are we are ok with that? Similarly, who wants to be told your job is important but doesn’t bring a lot of value to the mission of the company? I joined Palo Alto Networks because they believed in legendary support.

Working in a Fast-Paced Industry

I think we all know and hear that things move fast, but I don’t think you get a full sense of how fast things move until you are here. Things move extremely fast at Palo Alto Networks and you need to be nimble and agile. It’s important to be passionate and invested in your project but it is also important that when priorities change that you don’t take it personal if you need to drop a project and switch gears. The value you bring in a role comes not only in your ability to deliver, but also how quickly you adapt, when priorities change.

The People

The caliber of individual that is drawn to Palo Alto Networks is truly unique. In my career I’ve had strong relationships with peers outside of work who were coworkers that became friends, but my current team often does things as a group, that is completely voluntary and not company sponsored and usually you’ll see 100% participation. We spend a lot of time together at work, and they will still make the choice to come and spend even more time together outside of work. I believe in connecting at a human level, because we are more than the sum of the projects we deliver and having time to recoup and bond outside of work, to connect on a personal level, provides a personal reward, camaraderie and friendship that I really appreciate. The team’s closeness and how they build on those relationships is amazing to be a part of. It feels more like family than coworkers, and that’s something I’ve never had before in my twenty plus years of working in the technology field.

My Experience in Tech

I have always been drawn to science, as a child I loved astronomy and the idea of space exploration. I knew from growing up as a kid in the late 70s and 80s that there was the concept of spin in technology, that by the time you produce something, and it goes to market, it’s already obsolete. I understood that. However what I see today in the evolution of technology, is just how accelerated that change has become. Advancements come at an exponential rate. The amount of physical space that a chip takes now versus when I started in my career is amazes me. I never thought we would cross the barriers of understanding that we have. As machine learning and AI become more present in our everyday life, we will have to determine what the ethical responsibilities of that are. I feel as if the generation coming to the market today will be able to achieve more in terms of technological advancement than the founders of Apple and Microsoft did and do it in one fifth the time and the center of it all, is AI. We stand at the precipice and I feel that is if I’m part of that history that is about to unfold. As a society we are on the tip of the next great evolution and I’m excited to be involved in it.

I think we live in an amazing time and I believe in what we are doing as a whole in terms of technology. But as with all things, where there is something meant for good, it has the potential to be turned or exploited for the bad and so at the center of it all, you will always need cybersecurity.

My advice for Jumping into Cybersecurity

First and foremost, believe in yourself. Don’t let someone else define or dictate what you can do. I have physical limitations, I’m legally blind, and I remember being told at a young age that I would never amount to anything because of it. That I would never be a productive member of society. That is when I learned to not let someone define who you are. So you must first believe you can do it. Then you go get the skills that you need to succeed. Attitude in everything. Anyone can learn a skill and it doesn’t always have to be through conventional channels, but not everyone has a good attitude. I think that’s what sets Palo Alto Networks apart from other companies. We look at the attitude, not just the aptitude of the individual. Maybe a candidate doesn’t necessarily have all the relevant background, but they have something similar. We ask can they achieve this job, and do they have the right attitude, and we weigh that against a set of qualifications.

Lastly, you must continue to keep an open mind and be coachable. If you are willing to learn and willing to grow, you will find a lot of doors open for you in your career path. You can’t allow yourself to get to the point where you think you know everything. Never lose that zest to learn and keep an open mind.


Phillip Clark Global Customer Support System Manager

I have worked in the technology field for over twenty years. Starting my career as a field engineer in the communications sector around 1997. From engineering I moved into program management and then into a people management role.

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