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Customer Success Engineer

Palo Alto Networks

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.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible – from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career 

With uncertain macroeconomic conditions putting pressure on organizations to do more with less, investing in IT solutions that reduce complexity and cost are more important than ever. For security and networking infrastructure, this means adopting a Secure Access Service Edge (SASE) strategy. According to Gartner, „By 2025, 80% of enterprises will have adopted a strategy to unify web, cloud services, and private application access using a SASE/SSE architecture, up from 20% in 2021.“ Gartner has recognized Palo Alto Networks as a Leader in the 2023 Gartner® Magic Quadrant™ for SSE. This recognition joins our recent acknowledgment as a Leader in the 2022 Gartner Magic Quadrant for SD-WAN. We believe that, taken together, these emphasize our commitment to delivering best-in-class cybersecurity solutions that help organizations stay secure and agile in this hybrid era. 

As a Principal Customer Success Engineer within the SASE team, you will be a thought leader and technical expert, part of a business-critical capability 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, and real-time support and strategy. You are someone who is highly technical, understands SASE technologies, and understands the complex world of cloud eco-systems and integrations.

You love solving critical problems in challenging environments. In this role, you will work closely with CISOs, Security Architects, Customer Success Managers, and Development Operations teams within mid-to-large enterprises to implement best-in-class cloud security solutions. 

You are passionate about engaging with significant and unique issues where analysis of situations or data requires an evaluation of intangibles to develop ways forward on design and deployments, providing guidance on architecture, release guidance and integration. You are an SME, recommender, and influencer on driving customer needs internally to Product Management to influence the product roadmap.

You understand the why behind customers‘ experiences and how they are responding to the emerging threat landscape. This includes assuming leadership of large, complex and critical projects and providing communication to all stakeholders.

You are a team centric individual able to identify the need for specific technical training within the team and are able to develop and at times deliver training in collaboration with internal stakeholders.

You will be the frontline defense against the world’s most pressing cybersecurity challenges. The end result for the client? Better digital protection. The end result for you? An important career that impacts our daily lives in the digital age.

Your Impact

  • Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks SASE solutions to achieve their business and security objectives
  • Assist customers in implementing Palo Alto Networks SASE solutions and fully integrate these into their security operations
  • Be the first line of defense in proactively addressing customer needs for technical assistance, and coordinating and prioritizing timely resolutions with engineering teams
  • Serve as a customer advocate in influencing product roadmap and improvements
  • Coach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program
  • Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
  • Be a Go-To customer expert on Palo Alto Networks SASE security solutions and become a Subject Matter expert over time
  • Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

Qualifications

Your Experience

  • BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field or equivalent military experience required
  • Minimum 5 years of relevant work experience in post-sales, pre-sales, technical support, consulting or similar roles
  • Understanding SASE architecture and value proposition
  • In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
  • Enterprise-level designing/troubleshooting experience in Routing Protocols (BGP / OSPF / EIGRP)
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.)
  • Knowledge of Linux (including BASH and Python scripting)
  • Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
  • Strong consulting and project management skills
  • Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both internal and external to the organization
  • Ability to multi-task and work in a fast-paced environment
  • Fluent German Speaker

Additional Information

The Team

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to customers 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. 

The Customer Success mission is to “guide the customer” with their product journey to help increase license and feature  adoption to gain maximum value from their investment. 

Customer Success extends a client’s capacity to reach maximum operational efficiency. We guide customers in adopting best practices to take advantage of their investment, with a pointed focus on providing the best customer support in the industry.

Our Commitment

We’re trailblazers that dream big, 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.

Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.

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