Senior Engineer Customer Success

2 Minutes ago • All levels • Software Development & Engineering

Job Summary

Job Description

The Cortex Customer Success Architects empower clients to prevent cyberattacks, simplify security processes, and automate operations. This highly technical role involves guiding customers through XDR/XSIAM platform deployment, acting as a product expert, collaborating with engineering, driving product adoption, and translating technical knowledge into customer resources. The team is crucial for ensuring customer value and success post-purchase.
Must have:
  • Guide customer deployment and customization of XDR/XSIAM platform.
  • Act as product SME, assisting with technical requirements and troubleshooting.
  • Collaborate with product and engineering teams for product optimization.
  • Drive product adoption by expanding feature utilization and use cases.
  • Translate technical knowledge into customer-facing articles and guides.
  • Experience as Security Incident Responder or SOC analyst/manager.
  • Develop and maintain Python scripts.
  • Experience with security design, architecture, content development.
  • Proficient with EDR, SIEM, SOAR, NGFW technologies.
  • Must have customer-facing role experience.
  • Self-learner, able to drive business outcomes independently.
  • Excellent collaboration in fast-paced, matrix environment.
  • Ability to work under pressure and prioritize tasks.
  • Fluent English required.
  • Bachelor's degree or equivalent military experience.
Good to have:
  • JavaScript
  • PowerShell
  • Familiarity with cloud technologies, providers (such as GCP, AWS, Azure)
  • Familiarity with attack surface management
  • Any other language
  • UK Public sector exposure
Perks:
  • FLEXBenefits wellbeing spending account with over 1,000 eligible items
  • mental and financial health resources
  • personalized learning opportunities
  • reasonable accommodations for all qualified individuals with a disability
  • equal opportunity employer
  • celebrate diversity in our workplace

Job Details

Your Career

The Cortex Customer Success Architects are responsible for empowering our clients to prevent successful cyberattacks as well as simplify and strengthen security processes, automate and streamline security operations and attack surface management, the team is built by highly technical professionals that work together with customers, partners, and their awesome colleagues. Without these ninjas, we will fail. And failure is not an option!

Your Impact

  • Time to value - Provide guidance and assistance to enable effective customer deployment and customization of their XDR / XSIAM platform throughout the customer lifecycle to ensure quick and successful product deployment and adoption
  • Product Expert - Acts as the product SME, assisting customers with their product questions and technical requirements, writing scripts, troubleshooting, training and other technical requests
  • Collaboration - working together with product and engineering teams ensuring our customers and partners get the most out of our products
  • Drive product adoption - Continuous contact with customers to expand adoption of our product by utilizing new features and developing additional innovative use cases
  • 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

  • Experience as a Security Incident Responder or SOC analyst/manager
  • Experience with development and maintenance of scripts in Python
  • JavaScript or PowerShell is a plus
  • Experience with security design and architecture, content development, workload automation and use-cases
  • Experienced with technologies such as EDR, SIEM, SOAR, NGFW and their ecosystems
  • Familiarity with cloud technologies, providers (such as GCP, AWS, Azure)
  • Familiarity with attack surface management is a plus
  • Experience in customer-facing roles (internal or external) is a must
  • Self-learner able to drive business outcomes independently
  • Excellent collaboration in fast-paced, matrix environment
  • Ability to work under pressure, and prioritize tasks accordingly
  • Fluent English is a requirement - Any other language is a plus
  • Bachelor's degree or equivalent military experience required
  • UK Public sector exposure, preferred

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.

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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