Staff Customer Success Engineer Cloud

Our Mission

At Palo Alto Networks were united by a shared missionto protect our digital way of life. We thrive at the intersection of innovation and impact solving real-world problems with cutting-edge technology and bold thinking. Here everyone has a voice and every idea counts. If youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre in the right place.

Who We Are

In order to be the cybersecurity partner of choice we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption Collaboration Execution Integrity and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest we invite you to join us!

Job Summary

Your Career

We are looking for a hardworking and passionate Customer Success Engineer who is customer obsessed and wants to help our customers during their cloud transformation journey. You will act as a trusted technical advisor to our customers to help ensure efficient Palo Alto Networks public cloud security adoption and to accelerate business value and this role you will work closely with customer Security Architects Security Engineers InfoSec and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions.

From day one you will roll up your sleeves and hit the ground running and bring all of your experience to the team to increase customer satisfaction value retention and expansion of our footprint. Most importantly you have a positive can do attitude and a passion for delivering technical solutions in a fast-paced environment.

Your Impact

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 custom integrations and workflows to ensure Palo Alto Networks solutions are fully integrated into their security operations center

Be the first line of defense in solving customer support requests 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 Go-To customer specialist on Palo Alto Networks public cloud security solutions and become a Subject Matter expert over time

Performance metrics CSAT Renewal rate Upsell / Cross-sell lead identification Reference-ability Renewal likelihood Adoption Consumption Customer Engagement

Qualifications

Your Experience

Relevant work experience in pre- or post-sales support customer success consulting or similar roles Required experience with supporting endpoint software products

Experience prefered with supporting Cloud native security products

Experience with scripting including Python JSON YAML and Bash

Experience with containers orchestrators like Kubernetes Docker Linux Cloud Providers (GCP AWS Azure) CI/CD Container Registries Serverless

Strong ability to independently troubleshoot reproduce issues and identify feasible workarounds in broad complex and unique environments with mixed applications and protocols required

Strong consulting and project management skills with validated results working as a trusted advisor to drive business value for customers including the ability to interact with client teams at various levels of technical and non-technical depth Proven track record of handling customer escalations balancing customer expectations and negotiating successful resolutions Existing knowledge of and experience with public cloud platform (IaaS) features capabilities and best use Experience with security products and/or offerings

Knowledge of SIEM vulnerability management tools and firewalls.

Knowledge understanding malware exploits operating system structure and behavior.

Ability to communicate technical details to a non-technical audience

Ability to multi-task and work in a fast-paced environment

Availability to provide after-hours support on a scheduled / non-scheduled basis

Our Commitment

Were trailblazers that dream big 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.