Sr Staff Engineer Customer Success

3 Months ago • All levels • Software Development & Engineering

Job Summary

Job Description

The Sr Staff Engineer Customer Success role focuses on empowering clients to automate Security Operations and streamline analyst processes using the XSOAR platform. The role involves implementing and customizing the platform for incident response automation, training clients, resolving issues, and answering product questions. Technical services include scripting and troubleshooting. The Customer Success Engineer acts as a technical advisor, building relationships with clients to ensure proper security integrations. They provide expertise in setup, deployments, adoption/optimization, and resolving escalations. This role requires working with CISOs, CTOs, and technical teams globally. The engineer will assist customers with implementing and customizing our platform to automate their Incident Response processes. They will also train our clients, resolve issues, respond to product questions and generally help level up our client's understanding so they can work independently.
Must have:
  • Experience in customer-facing roles, customer success processes, and metrics.
  • XSOAR platform experience is highly preferred.
  • Ability to develop and maintain scripts in Python, Powershell or JavaScript.
  • Understanding a variety of security products and secure coding techniques.
  • Linux system administration & troubleshooting experience.
  • Experience as a Security Incident Responder or SOC analyst/manage.
  • Ability to work under pressure, and prioritize tasks accordingly.

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

Cortex Customer Success Engineers are responsible for empowering our clients to automate their Security Operations, streamlining the analyst processes and helping provide return on investment for the XSOAR platform. You are a key component of our company’s success, working together with customers, partners, and their awesome Cortex colleagues.

Your Impact

  • Security orchestration and automation is complex, so as a Customer Success Engineer you will assist our customers with implementing and customizing our platform to automate their Incident Response processes
  • You will also train our clients, resolve issues, respond to product questions and generally help level up our client's understanding so they can work independently
  • Technical services include writing custom scripts and system troubleshooting

Qualifications

Your Experience 

  • Experience in customer-facing roles including familiarity with Customer Success processes and metrics, highly preferred
  • XSOAR platform experience highly preferred
  • Ability to develop and maintain scripts in Python, Powershell or JavaScript
  • Understanding a variety of security products and secure coding techniques
  • Linux system administration & troubleshooting experience
  • Familiarity with the different products, processes, and ecosystem
  • Experience as a Security Incident Responder or SOC analyst/manage
  • Ability to work under pressure, and prioritize tasks accordingly
  • Experience with mentorship responsibilities
  • Fluent English required

Additional Information

The Team

Customer Success Engineers are product experts, technical advisors, and advocates to enable our customers’ secure environments. You act as their day-to-day technical contact, building relationships with them to ensure proper security integrations. This includes guidance for adoption, accelerated integrations with new cloud security products, real-time support & strategy.Our Engineers provide deep product-level expertise in initial setup, deployments, adoption/optimization, and resolving escalations. You will work closely with CISOs, CTOs, and Security, Cloud, Network and other technical teams throughout the world’s largest and most well-known organizations.

 

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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