Staff Customer Success Engineer

Palo Alto Networks•Office - USA - CA - Headquarters, TX

9d•$142,200 - $229,900•Onsite

About The Position

Customer Success Engineers (CSEs) are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive approach to ensuring customers achieve their business outcomes through tailored, end-to-end technical execution and guidance. Our team is responsible for implementing custom integrations and workflows to ensure our solutions seamlessly blend into the customer's technical environment. By bridging the gap between complex security infrastructure and strategic business goals, you will directly drive long-term platform adoption and value. Our CSEs provide deep product-level expertise across Next-Generation Firewall (NGFW) setup, deployment, adoption, and optimization. You will guide version rollouts, deliver product advisory, and manage complex technical escalations—working closely with CISOs, CTOs, and technical teams across the world’s largest organizations. In this role, your technical leadership ensures our enterprise clients maintain a resilient, proactive security posture against evolving threats. This position sits within our Network Security team, delivering world-class support and services across our NGFW technologies. This role is based out of a local Palo Alto Networks office in the United States.

Requirements

8+ years relevant work experience in Network Engineering, Architecture, Security Engineering, technical consulting, or similar roles
Advanced experience in supporting common end user software (Windows, Mac, Linux)
Advanced experience in using tools such as Salesforce, JIRA, Gainsight, Tableau
Extensive working experience with public cloud platforms (AWS, Azure, GCP, Oracle)
Proven results 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
Experience providing mentorship and guidance to junior colleagues
Advanced in managing customer escalations with experience in technical support, account management
Some expertise with common network troubleshooting tools (PCAP, SPAN, CLI)
Extensive experience with configuring and deploying CDSS features
In-depth knowledge of customer software qualification, change management, and testing processes
Demonstrated 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
Ability to multi-task and work in a fast-paced environment

Nice To Haves

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

Responsibilities

Independently capture customer’s business and risk requirements, translating them into technical requirements
Extensive knowledge of NGFW and CDSS products, with deep expertise in customer use cases and configuration best practices
Work with Product and Engineering teams to ensure customers and partners get the most out of our products
Proficiency with capacity planning, bug scrub, hardware and software lifecycle management
Hands-on experience with NGFW features and services, including App-ID, user-ID, content-ID etc.
Experience in the planning and execution of the NGFW software upgrade process in mission critical environments.
Deliver customer training and knowledge sharing workshop as needed
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
Lead and influence customer engagements to ensure strategic alignment and adoption
Thorough 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
Demonstrated ability to create and present effective QBR/EBR presentations
Perform and document root cause analysis
Provide mentorship and guidance to junior colleagues
Influence key stakeholders (internal and external) with strategic insights and recommendations
Provide mentorship, guidance, and leadership to junior colleagues
Determine methods and procedures on new assignments and may coordinate activities of other team members