Customer Success Engineer

As a Customer Success Engineer, you will be crucial in supporting clients post-purchase, ensuring their success with Palo Alto Networks' solutions. This involves driving ROI, troubleshooting critical issues, and acting as a product subject matter expert. You will collaborate with product and engineering teams and translate technical knowledge into customer-facing articles, optimizing security infrastructure.

Must Have

• Support clients post-purchase, ensuring success with Palo Alto Networks' solutions.
• Drive ROI and value to the customer, troubleshoot critical issues.
• Act as product SME, assisting customers with product questions and technical requirements.
• Write scripts, troubleshoot, and provide training.
• Collaborate with product and engineering teams.
• Translate technical knowledge into articles and guides for customers.
• 5+ years experience in Security Operations or Engineering with SIEM, SOAR, SOC, and/or XDR/EDR environments.
• Familiarity with cloud technologies, providers (GCP, AWS, Azure) and use-cases.
• Strong understanding of enterprise security and IT products, systems, and processes.
• Experience with Linux system administration and troubleshooting.
• Proficiency in scripting with Python and/or JavaScript.
• Experience in customer-facing roles is a must.

Good to Have

• Experience with attack surface management or CNAPP.

Your Career

As part of the Customer Success team, you will be pivotal in supporting our clients post-purchase, ensuring their success with Palo Alto Networks' solutions. You will be involved in driving ROI and value to the customer along with troubleshooting critical issues. Your expertise will drive the continued success of our customers as you work alongside them to solve problems and optimize their security infrastructure.

Your Impact

• Trusted Advisor - Acts as the product SME, assisting customers with their product questions and technical requirements, writing scripts, troubleshooting, training and other technical requests.
• Product Experts Collaboration - working together with product and engineering teams ensuring our customers and partners get the most out of our products
• Digital First - Ensure technical knowledge of the team is translated into articles and guides for our customers to consume allowing our customer coverage to scale

Your Experience

• ​​5+ years experience in Security Operations or Engineering with SIEM, SOAR, SOC, and/or XDR/EDR environments
• Familiarity with cloud technologies, providers (such as GCP, AWS, Azure) and use-cases.
• Strong understanding of enterprise security and IT products, systems, and processes
• Experience with Linux system administration and troubleshooting
• Proficiency in scripting with Python and/or JavaScript
• Ability to work in a fast-paced, matrixed environment, managing multiple tasks under pressure
• Skilled in collaborating with and influencing cross-functional teams
• Strong communication skills and the ability to build and maintain relationships with customers
• Experience in customer-facing roles is a must
• Experience with attack surface management or CNAPP is a plus

The Team

Our customer success team is critical to our success and mission. As leading this team, you enable our Customer Success Architect to provide 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 building and implementing the team and processes, implementing new products, transitioning from old products to new – in fact, you’ll lead the team that ensures our customers are getting value from the product they purchased. We identify technical requirements, provide guidance and assistance and drive our customers to success.