Customer Success Engineer
About The Position
Our Customer Success Engineers provide 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 in a local Palo Alto Networks office.
Requirements
- 5+ years relevant work experience in Network Engineering, Architecture, Security Engineering, technical consulting, or similar roles
- Strong experience in supporting common end user software (Windows, Mac, Linux)
- Strong experience in using tools such as Salesforce, JIRA, Gainsight or Tableau
- 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
- Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
- Ability to multi-task and work in a fast-paced environment
Nice To Haves
- Prior security certification (PCNSA, PCNSE, NetSec Analyst, CCNA, CCNP, CCIE or similar)
- Working experience with public cloud platforms such as AWS, Azure, GCP, Oracle
- Open to occasional travel according to the need for strategic customer engagement and on-sites
Responsibilities
- 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 a mission-critical environment.
- 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
- Understanding of NGFW and CDSS best practices and related tools (SCM, 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
- Influence key stakeholders (internal and external) with strategic insights and recommendations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
