Customer Success Engineer

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.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

The Team & Role

Customer Success Engineers are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive method to ensure customers achieve their required outcomes with a product or a service through tailored end to end technical execution & guidance. Our team is responsible for implementing custom integrations & workflows to ensure the solutions are fully integrated into the customers tech environment.

Our Engineers provide deep product-level expertise in account setup, deployment, and adoption & optimization, communicating new versions/features, offering product support and advisory, and managing escalations. You will work closely with CISOs, CTOs, and Security, Cloud, Network and other technical teams throughout the world’s largest and most well-known organizations.

This position works with our Network Security team delivering support and services across our Next Generation Firewall (NGFW) technologies. This position is available in the United States to work remotely or in a local Palo Alto Networks office.
Product Expertise:

• Capture customer’s business and risk requirements, translating them into technical requirements

• Knowledge of network security products and solutions

• Work with Product and Engineering teams to ensure customers and partners get the most out of our products

• Exposure with capacity planning, bug scrub, hardware and software lifecycle management

• Exposure with NGFW features and services, including App-ID, user-ID, content-ID etc.

• Exposure in the planning and execution NGFW software upgrade process in mission critical environment.

Product Adoption:

• Serve as a customer advocate, improving product adoption by influencing the product roadmap, utilizing new features, and identifying innovative use cases

• Ensure customers maximize their investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their security objectives

• Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans

• Facilitate customer engagements to ensure strategic alignment and adoption

Customer Impact:

• Understanding of NGFW and CDSS best practices and related tools (AIOps, BPA) to help customers maintain the highest levels of security

• Understanding of customer software qualification, change management, and testing processes

• Ability to create and present effective QBR/EBR presentations

• Perform and document root cause analysis

• Influence key stakeholders (internal and external) with strategic insights and recommendations

Qualifications

Your Experience

• 5+ years relevant work experience in Network Engineering, Architecture, Security Engineering, technical consulting, or similar roles

• Experience in supporting common end user software (Windows, Mac, Linux)

• Experience in using tools such as Salesforce, JIRA, Gainsight or Tableau

• Working experience with public cloud platforms such as AWS, Azure, GCP, Oracle (preferred)

• Experience in working as a trusted technical advisor to drive value for customers, including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth

• Skilled in managing customer escalations with experience in technical support, account management 

• Some experience with configuring and deploying CDSS features 

• Some knowledge of customer software qualification, change management, and testing processes

• Ability to create and present effective QBR/EBR presentations

• Perform and document root cause analysis

• Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

• Travel: Open to occasional travel according to the need for strategic customer engagement and on-sites

• Prior security certification (PCNSA, PCNSE, CCNA, CCNP, CCIE or similar) preferred

Additional Information

Our Commitment

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 [email protected].

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.

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

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 [email protected].

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.