Senior Customer Success Engineer

<h3>Company Description</h3><p><strong>Our Mission</strong></p><p>At Palo Alto Networks® everything starts and ends with our mission:</p><p>Being the cybersecurity partner of choice, protecting our digital way of life.</p><p>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.</p><p><strong>Our Approach to Work</strong></p><p>We lead with personalization 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 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!</p><p>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 with some flexibility offered where needed. 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 on the industry’s best cybersecurity solutions together!</p><h3>Job Description</h3><p><strong>Your Career </strong></p><p>As a Customer Success Engineer within the SASE team, you will be 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.</p><p>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.</p><p>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.</p><p>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.</p><p><strong>Your Impact</strong></p><ul><li>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</li><li>Assist customers in implementing Palo Alto Networks SASE solutions and fully integrate these into their security operations</li><li>Be the first line of defense in proactively addressing customer needs for technical assistance, and coordinating and prioritizing timely resolutions with engineering teams</li><li>Serve as a customer advocate in influencing product roadmap and improvements</li><li>Coach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program</li><li>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</li><li>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</li><li>Be a Go-To customer expert on Palo Alto Networks SASE security solutions and become a Subject Matter expert over time</li><li>Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement</li></ul><h3>Qualifications</h3><p><strong>Your Experience</strong></p><ul><li>BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field or equivalent military experience required</li><li>Minimum 5 years of relevant work experience in post-sales, pre-sales, technical support, consulting or similar roles</li><li>Understanding SASE architecture and value proposition</li><li>In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.</li><li>Enterprise-level designing/troubleshooting experience in Routing Protocols (BGP / OSPF / EIGRP)</li><li>Expertise with Remote Access VPN solutions, IPSEC, PKI &amp; SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.)</li><li>Knowledge of Linux (including BASH and Python scripting)</li><li>Proven track record of managing customer escalations, balancing customer expectations and negotiating successful re