Staff Customer Success Engineer
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Job Description
Customer Success Engineer guiding enterprise customers through Palo Alto Networks cloud security adoption. Implementing integrations, resolving support issues, and driving customer value, retention, and expansion.
Responsibilities:
- Act as a trusted technical advisor to customers during their cloud transformation journey
- Help customers adopt Palo Alto Networks public cloud security solutions efficiently and accelerate business value and ROI
- Work with customer Security Architects, Security Engineers, InfoSec, and DevOps teams in mid-to-large enterprises
- Rapidly implement and operationalize Palo Alto Networks solutions to achieve customer business and security objectives
- Implement custom integrations and workflows into customers’ security operations centers
- Serve as the first line of defense for customer support requests and coordinate timely resolutions with engineering teams
- Advocate for customers by influencing product roadmap and improvements
- Coach customers on establishing and managing Cloud Security Change Management, Governance, and Center of Excellence programs
- Identify risks to customer business goals and build risk mitigation plans or escalate as needed
- Map product features and business benefits to customer challenges and objectives
- Become the go-to specialist and subject matter expert for Palo Alto Networks public cloud security solutions
- Track CSAT, renewal rate, upsell/cross-sell lead identification, referenceability, renewal likelihood, adoption, consumption, and customer engagement metrics
Requirements:
- Relevant work experience in pre- or post-sales, support, customer success, consulting or similar roles
- Required experience with supporting endpoint software products
- Experience with supporting cloud native security products preferred
- 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, and serverless
- Strong ability to independently troubleshoot, reproduce issues, and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols
- Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers
- 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 and understanding of malware, exploits, operating system structure, and behavior
- Ability to communicate technical details to a non-technical audience
- Ability to multitask and work in a fast-paced environment
- Availability to provide after-hours support on a scheduled/non-scheduled basis
- Fluent in German
- Applicants must not require immigration sponsorship for this position
Benefits:
- Remote work arrangement
- Equal opportunity employment
- Reasonable accommodations for qualified individuals with disabilities
- No immigration sponsorship is provided
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