Staff Customer Success Engineer - Cortex
About The Position
Palo Alto Networks is seeking an experienced, high-impact Customer Success Engineer to serve as the technical backbone for its most critical customer accounts. The role acts as a trusted advisor to key stakeholders, resolves high-stakes management escalations, and supports the team through mentoring and technical enablement. The position guides customers through advanced platform optimization, workflow maturation, and ongoing value realization to scale adoption and maximize ROI. It serves as a product subject-matter expert for strategic accounts, advising on technical requirements, architecture, integrations, operational best practices, change management, and long-term security outcomes. The engineer also advocates for customers internally, partnering with Product, Core Engineering, and Support to prioritize needs, resolve blockers, and share field insights that inform product strategy. The role leads cross-functional responses to critical escalations, communicates progress and expectations to customers and leadership, and turns complex troubleshooting patterns into reusable playbooks and documentation. It also leads knowledge-sharing and technical enablement, reviews technical designs, and mentors engineers to improve the team's technical capability and operational excellence. The role is remote, with teams collaborating across geographies.
Requirements
- At least 8 years of experience in customer-facing technical roles, such as Customer Success Engineering, Solutions Architecture, Technical Support, or Consulting.
- Strong technical background in Security Operations (SOC), Incident Response, or Security Engineering.
- Solid understanding of core security concepts and workflows across SIEM, Endpoint Detection (EDR/XDR), Security Automation (SOAR), and Attack Surface Management.
- Practical familiarity with major cloud platforms, including AWS, Azure, or GCP.
- Working knowledge of Linux and Windows operating systems, system administration, and troubleshooting.
- Ability to read, write, or evaluate scripts such as Python, JavaScript, or Bash to assist with technical reviews, API integrations, and workflow automation.
- Demonstrated track record of navigating high-stakes customer escalations, negotiating resolutions, and maintaining trust under pressure.
- Exceptional communication skills, including the ability to explain complex technical issues clearly to engineering teams and C-level executives.
Nice To Haves
- Hands-on experience deploying, managing, or supporting Cortex XDR, Cortex XSOAR, Cortex XSIAM, Cortex Cloud, Prisma Cloud, or equivalent enterprise security technologies.
- Familiarity with cloud-native architectures, containerization such as Kubernetes, and modern DevOps/CI-CD workflows.
- Industry certifications such as CISSP, CISM, CCSP, or relevant vendor certifications such as PCNSC or PCSAE.
Responsibilities
- Guide customers through advanced platform optimization, workflow maturation, and continuous value realization to scale adoption and maximize ROI.
- Serve as the product subject-matter expert for strategic accounts, consulting on technical requirements, architecture, integrations, and long-term security outcomes.
- Partner with Product, Core Engineering, and Support to prioritize critical customer needs and resolve blockers.
- Manage critical account escalations by aligning cross-functional teams, setting clear customer expectations, and communicating progress to leadership.
- Resolve high-stakes customer escalations by coordinating Engineering, Product Management, and Support stakeholders to deliver prompt, transparent outcomes.
- Act as the customer’s internal advocate and share field insights with Product and Engineering to inform product strategy.
- Turn complex troubleshooting patterns and product nuances into repeatable playbooks, reference guides, and best-practice documentation.
- Lead knowledge-sharing and technical enablement sessions, review technical designs, and mentor engineers.
- Coach key accounts on operational best practices, change management, and architectural alignment to maximize platform efficacy.
- Foster a culture of operational excellence across the organization.
Benefits
- The compensation may include restricted stock units and a bonus.
- Employee benefits are referenced as available through the company benefits description, but specific benefits are not listed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
