At Palo Alto Networks® everything starts and ends with our mission : protecting our digital way of life. It’s inspired by our vision : a world where each day is safer and more secure than the one before.
We’re here for better. As a company with a foundation in challenging the way things are done, we’re looking for innovators who are as committed to shaping the nature of cybersecurity as we are.
As a Customer Success Engineer, 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. This includes guidance for adoption, accelerated integrations with new cloud security products, and real-time support and strategy.
You are someone who is highly technical, understands cloud technologies, and understands the complex world of cloud eco-systems and integrations.
You love solving critical problems in challenging environments. In this role, 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.
You will be the frontline defense against the world’s most pressing cybersecurity challenges. The end result for the client?
Better digital protection. The end result for you? An important career that impacts our daily lives in the digital age.
Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives
Assist customers in implementing Palo Alto Networks cloud 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 escalate as needed
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 cloud 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
BS / MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field
5+ years relevant work experience in pre-sales, post-sales, technical support, consulting or similar roles desired
Strong understanding of Cloud concepts and experience with one or more of the following Cloud Platforms AWS, GCP and Azure
One or more of AWS Certification, Azure Certification or Google Cloud Certification strongly preferred
Experience with deploying, operationalizing or supporting one or more cloud applications like Box, Dropbox, Google Drive, Salesforce.com, etc.
Experience with one or more scripting languages like Python
Experience with monitoring tools like Splunk, Telegraf, Grafana
REST APIs experience
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
Availability to provide after-hours support on a scheduled / non-scheduled basis
Flexibility for travel up to 30%
Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products.
Our dedication to our customers doesn’t stop once they sign it evolves. As threats and technology change, we stay in step to accomplish our mission.
You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised in fact, you’ll seek them out to ensure our clients are safely supported.
We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.