• Product Expertise
• 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.
• Product Adoption
• 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
• Customer Impact
• 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
• Ability to create and present effective QBR/EBR presentations
• Perform and document root cause analysis
• Influence key stakeholders (internal and external) with strategic insights and recommendations

Required Qualifications

• 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
• 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
• Travel - Open to occasional travel according to the need for strategic customer engagement and on-sites

Preferred Qualifications

• Working experience with public cloud platforms such as AWS, Azure, GCP, Oracle (preferred)
• Some knowledge of customer software qualification, change management, and testing processes
• Preferred - Prior security certification (PCNSA, PCNSE, CCNA, CCNP, CCIE or similar)

The Team

Customer Success Engineers (CSEs) are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive method to ensure customers achieve their required outcomes with a product or a service through tailored end to end technical execution & guidance. Our team is responsible for implementing custom integrations & workflows to ensure the solutions are fully integrated into the customer's tech environment.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  [contact email].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.