Staff Customer Success Engineer

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.

● 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 custom integrations and workflows to ensure Palo Alto Networks solutions are fully integrated into their security operations center

● Be the first line of defense in solving customer support requests, 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 Go-To customer specialist on Palo Alto Networks public cloud security solutions and become a Subject Matter expert over time

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

We are looking for a hardworking and passionate Customer Success Engineer who is customer obsessed and wants to help our customers during their cloud transformation journey. You will act as a trusted technical advisor to our customers to help ensure efficient Palo Alto Networks' public cloud security adoption, and to accelerate business value and ROI. In this role, you will work closely with customer Security Architects, Security Engineers, InfoSec and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions.

From day one, you will roll up your sleeves and hit the ground running and bring all of your experience to the team to increase customer satisfaction, value, retention, and expansion of our footprint. Most importantly, you have a positive, "can do" attitude and a passion for delivering technical solutions in a fast-paced environment.

● Relevant work experience in pre- or post-sales, support, customer success, consulting or similar roles

● Required experience with supporting endpoint software products

● Experience prefered with supporting Cloud native security products

● Experience with scripting including Python, JSON, YAML, and Bash

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

● Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required

● Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth

● Proven track record of handling customer escalations, balancing customer expectations, and negotiating successful resolutions

● Existing knowledge of, and experience with public cloud platform (IaaS) features, capabilities, and best use

● Experience with security products and/or offerings

● Knowledge of SIEM, vulnerability management tools and firewalls.

● Knowledge understanding malware, exploits, operating system structure and behavior.

● Ability to communicate technical details to a non-technical audience

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

● Availability to provide after-hours support on a scheduled / non-scheduled basis

We're trailblazers that dream big, 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 accommodations@paloaltonetworks.com.

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.