Network Security Customer Success Engineer
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.
Job Description
This role is remote. As a Customer Success Engineer within the SASE team, 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 and provide guidance for adoption, accelerated integrations with new cloud security products, real‑time support and strategy. 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.
Responsibilities
* Ensure customers are maximizing ROI by rapidly implementing and operationalizing Palo Alto Networks SASE solutions to achieve their business and security objectives.
* Assist customers in implementing Palo Alto Networks SASE solutions and fully integrate these into their security operations.
* Be the first line of defense in proactively addressing customer needs for technical 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 escalat……
* 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 SASE 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
* BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field or equivalent military experience required.
* Minimum 5 years of relevant work experience in post‑sales, pre‑sales, technical support, consulting or similar roles.
* Understanding SASE architecture and value proposition.
* In‐depth understanding of networking concepts and experience with multi‑vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
* Enterprise‑level designing/troubleshooting experience in routing protocols (BGP / OSPF / EIGRP).
* Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.).
* Knowledge of Linux (including BASH and Python scripting).
* 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.
Commitment & EEO
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. All your information will be kept confidential according to EEO guidelines. 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.
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