Job Description

Company Description
Our Mission
At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Who We Are
We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Your Career
As a Customer Success Engineer, you will be part of a business-critical capability to enable our customers' secure environments. You act as their day-to-day technical contact, building relationships with them to ensure proper security integrations. This includes guidance for adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You are someone who is highly technical, understands cloud technologies, and understands the complex world of cloud eco-systems and integrations.
You love solving critical problems in challenging environments. In this role, you will work closely with CISOs, Security Architects, Customer Success Managers, and Development Operations teams within mid-to-large enterprises to implement best-in-class cloud security solutions. You will be the frontline defense against the world's most pressing cybersecurity challenges. The end result for the client? Better digital protection. The end result for you? An important career that impacts our daily lives in the digital age.
Your Impact

• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives

• Assist customers in implementing Palo Alto Networks cloud solutions and fully integrate these into their security operations

• Be the first line of defense in proactively addressing customer needs for product assistance, and coordinating and prioritizing timely resolutions with engineering teams

• Serve as a customer advocate in influencing product roadmap and improvements

• Coach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program

• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed

• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs

• Be a Go-To customer expert on Palo Alto Networks cloud security solutions and become a Subject Matter expert over time.

• Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

Qualifications
Your Experience

• BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field

• Minimum 5 years relevant work experience in pre-sales, post-sales, Devops, consulting or similar roles

• Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (GCP, AWS, Azure), CI/CD, Container Registries, Serverless

• Experience with Public Cloud environments especially IAAS (AWS, Azure, GCP). Example: EC2, VPC, S3 etc.

• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.)

• Experience with security products and/or offerings like AWS Security Hub, Qualys, Jira, ServiceNow etc.

• Good to have Knowledge of Devops tools such as CI/CD, JSON, YAML, and Bash

• Understanding malware, exploits, operating system structure and behavior Knowledge of SIEM, vulnerability management tools and firewalls

• Good to have cloud-based certifications such as AWS, GCP or Azure.

• In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.

• Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions

• Strong consulting and project management skills

• Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both internal and external to the organization

• Ability to multi-task and work in a fast-paced environment

• Availability to provide after-hours deliverables on a scheduled / non-scheduled basis

• Flexibility for travel up to 30%

Additional Information
The Team
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.
You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.
Our Commitment
We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at .
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.

Skills Required