Senior Customer Success Engineer - SASE

1 Month ago • 5 Years + • Software Development & Engineering

Job Summary

Job Description

As a Customer Success Engineer (CSE) at Palo Alto Networks, you will play a strategic role in driving customer success by providing advanced technical expertise and leadership. You will work closely with CISOs, CTOs, security, cloud, and network teams from large organizations, focusing on successful deployment, adoption, and optimization of our solutions, particularly within the Secure Access Service Edge (SASE) organization. Your impact will involve providing advanced product-level expertise for SASE products like Prisma Access, SD-WAN, and CASB, leading complex deployments, resolving technical challenges, and guiding customers through sophisticated integrations. You will proactively communicate new features and best practices, lead adoption efforts with training, and act as a strategic advisor influencing stakeholders at all levels, including C-suite executives. You will also manage complex customer engagements and lead escalations, coordinating with internal teams for effective resolution.
Must have:
  • 5+ years of industry hands-on experience in network security and cloud infrastructure
  • Advanced knowledge of SASE, SD-WAN, NGFW, and BGP
  • Proven track record in driving product adoption and delivering advanced training
  • Ability to translate technical requirements into actionable plans
  • Strong consultative skills to influence decisions
  • Advanced understanding of TCP/IP, SSL, IPSec, PKI, and troubleshooting tools
  • 4+ years of experience designing, deploying, and managing large enterprise networks
  • Detailed understanding of NOC and SoC operational requirements
  • Solid understanding of network infrastructure and security
  • Proven understanding of Security Life Cycle / Attack Life cycle
Good to have:
  • Experience with SD-WAN, CASB, or Cloud/SaaS products
  • PCNSE, CCNP, CCSP, and CISSP certifications are a plus
  • Strong knowledge of public cloud networking and virtualization technologies
  • Experience with API/automation tools
Perks:
  • FLEXBenefits wellbeing spending account with over 1,000 eligible items
  • Mental and financial health resources
  • Personalized learning opportunities

Job Details

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

As a Customer Success Engineer (CSE) at Palo Alto Networks, you will play a strategic role in driving customer success by providing advanced technical expertise and leadership. You will work closely with CISOs, CTOs, security, cloud, network, and other technical teams from the world’s largest and most well-known organizations, particularly focusing on ensuring successful deployment, adoption, and optimization of our solutions.

This position works within our Secure Access Service Edge (SASE) Customer Success organization, helping customers in their cloud transformation journey. Some solutions you will work with include Prisma Access, SD-WAN, CASB, and others under the SASE portfolio.

Your Impact

  • Product Expertise
    • Provide advanced product-level expertise, leading complex deployments and resolving intricate technical challenges
    • Serve as the go-to expert for SASE products, guiding customers through sophisticated integrations and customizations
    • Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions
  • Product Adoption
    • Lead efforts to drive product adoption, conducting in-depth training sessions, and workshops tailored to customer needs
    • Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement
    • Ensure customers achieve operational excellence by fully adopting and optimizing new features
  • Customer Impact
    • Act as a strategic advisor, influencing key stakeholders at various levels, including C-suite executives
    • Manage complex customer engagements, collaborating with account teams to develop and execute high-touch delivery strategies
    • Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution

Qualifications

Your Experience 

  • 5+ years of industry hands-on experience with deep expertise in network security, cloud infrastructure, and related technologies
  • Advanced knowledge of SASE, SD-WAN, NGFW, and sophisticated routing protocols such as BGP
  • Proven track record in driving product adoption, leading complex feature implementations, and delivering advanced training programs
  • Ability to translate technical requirements into actionable plans, guiding customers through advanced use cases
  • Demonstrated ability to build and maintain strong relationships with key stakeholders, including executive-level contacts
  • High-level consultative skills, capable of influencing decisions and driving customer success strategies
  • Advanced understanding of TCP/IP, SSL, IPSec, PKI, and advanced troubleshooting tools like tcpdump & Wireshark
  • Work experience should include 4+ years of hands-on designing, deploying, and managing large enterprise networks in real time
  • Detail understanding of NOC (Network Operations Center) and SoC (Security Operations Center) day-to-day operational requirements  in building and maintaining a secure network
  • Detailed working knowledge of network infrastructure and security, TCP/IP, BGP, NGFW, SSL/IPSec VPNs
  • Solid understanding of routing protocols, with hands-on experience in designing, configuring, and troubleshooting BGP-based production networks
  • Background in Internet and Security technologies such as Sandboxing, Firewalls, DLP, and VPNs
  • Proven understanding of Security Life Cycle / Attack Life cycle and other security concepts and use of security products to protect the enterprise network from attackers and data breaches
  • Proven experience with SD-WAN, CASB, or Cloud/SaaS products and PCNSE, CCNP, CCSP, and CISSP certifications is a plus
  • Strong knowledge of public cloud networking, virtualization technologies, and API/automation tools for complex deployments

Additional Information

The Team

Customer Success Engineers are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive approach 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 managing our customers’ technical journey deploying, adopting and maturing Palo Alto Networks Secure Access Service Edge(SASE) products.

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  accommodations@paloaltonetworks.com.

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.

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About The Company

Our enterprise security platform detects and prevents known and unknown threats while safely enabling an increasingly complex and rapidly growing number of applications. Come be part of the team that redefined the firewall industry and is now the fastest-growing security company in history. Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world's greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence, analytics, automation, and orchestration. By delivering an integrated platform and empowering a growing ecosystem of partners, we are at the forefront of protecting tens of thousands of organizations across clouds, networks, and mobile devices. Our vision is a world where each day is safer and more secure than the one before.

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