Customer Success Engineer NGFW

Your Career 

Our CSEs provide product-level expertise in account setup deployment and adoption & optimization communicating new versions/features offering product support and advisory and managing escalations. You will work closely with CISOs CTOs and Security Cloud Network and other technical teams throughout the worlds largest and most well-known organizations.

This position works with our Network Security team delivering support and services across our Next Generation Firewall (NGFW) technologies.  This position is available in the United States to work in a local Palo Alto Networks office.

Your Impact

Product Expertise:

• Capture customers 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

Qualifications :

Your Experience

• 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

• Working experience with public cloud platforms such as AWS Azure GCP Oracle (preferred)

• 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 

• Some knowledge of customer software qualification change management and testing processes

• 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

• Preferred: Prior security certification (PCNSA PCNSE CCNA CCNP CCIE or similar) 

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

Additional Information :

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 customers tech environment.

Compensation Disclosure

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 $110000 - $140000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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  .

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.

Remote Work :

No

Employment Type :

Full-time