Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
- As a Customer Success Engineer, you will work with Professional Services, Product Management, Engineering, and Account Teams to ensure our customers and partners get the most out of our products
- Exhibit deep product-level technical expertise in deployment, software upgrades, optimization, new versions/features, product advisories, and hardware and software lifecycle
- Gain a deep understanding of typical business challenges faced by our customers and serve as a customer advocate driving product adoption through upgrade planning, best practice assessments, and security posture improvement to solve these challenges
- Evaluate the risk, complexity, and benefits of feature implementation for customers with national and international footprints
- Develop and deliver customized training sessions and workshops to educate customers on the functionalities and capabilities of our SASE products to solve technical needs
- Serve as the primary point of contact for customers' technical inquiries, troubleshooting issues, and promptly resolving challenges
- Gather customer feedback regarding product usability, features, and enhancements, and be the customer's voice to relay this information to the product development team to drive continuous product improvement
- Collaborate with customers, provide hands-on assistance in deploying new features, and ensure smooth integration of SASE products customers have purchased into their infrastructure
- Ensure customers maximize their investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve security objectives
- Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans
- Manage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering, ensuring the customer and internal stakeholders have the information required to make decisions and to act to address customer needs
- Participate in hiring, onboarding, and mentoring of new team members
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to assist customers in self-service and problem resolution
- Sharing knowledge and helping fellow employees to be successful
Your Experience
- Total of 8+ years of industry experience in network security, computer networking, and related areas
- Work experience should include 4+ years of hands-on designing, deploying, and managing large enterprise networks in real time
- Detail understanding of NoC (Network Operations Center) and SoC (Security Operations Center) day-to-day operational requirements in building and maintaining a secure network
- Detailed working knowledge of network infrastructure and security, TCP/IP, BGP, NGFW, SSL/IPSec VPNs
- Solid understanding of routing protocols, with hands-on experience in designing, configuring, and troubleshooting BGP-based production networks
- Background in Internet and Security technologies such as Sandboxing, Firewalls, DLP, and VPNs
- Proven understanding of Security Life Cycle / Attack Life cycle and other security concepts and use of security products to protect the enterprise network from attackers and data breaches
- Proven experience with SD-WAN, CASB, or Cloud/SaaS products and PCNSE, CCNP, CCSP, and CISSP certifications is a plus
- Proven results working as a trusted technical advisor to drive value for customers, including the ability to interact with C-suite at various levels of technical and non-technical depth
- Skilled in customer escalations with experience in account management and project management
- Lead contributor in peer-reviewed white papers - Created technical content for KB articles and contributed to customer-facing forums
- Lead delivery methodology improvements and mentoring enablement efforts with fellow peers
- Strong and effective verbal, written, and interpersonal communication skills
- Ability to build and present content to influence large audiences
- Ability to manage multiple engagements in a dynamic environment with constant change to address emerging security risks and challenges
- Positive, growth-oriented mindset
- 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-site
All your information will be kept confidential according to EEO guidelines.
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $142,000/yr to $229,700/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .
