Sr. Customer Success Engineer

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

As part of this team, you enable customer success by providing 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 implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported.

Cortex Customer Success Architects are responsible for making sure that our customers are meeting their objectives. They are a key component of our company’s success, working together with customers, partners, and their awesome colleagues. Without these ninjas, we would fail.

Your Impact

• Time to value - Analyze customer requirements, provide guidance & assistance throughout the customer lifecycle to ensure a quick and successful product deployment
• Product Expert - Act as the product SME for XDR and/or XSIAM, 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

Qualifications

Your Experience

• Experience as a Security Incident Responder or SOC analyst/manager
• Cybersecurity background
• Experience in customer-facing roles (internal or external) is a must
• Familiarity with the different enterprise security and IT products, processes, and ecosystem
• Basic Linux system administration & troubleshooting experience
• Ability to work with scripts in Python and/or JavaScript 
• Experience with Automation and Orchestration, knowledge of EDR will be a plus
• Self-learner able to drive business outcomes independently 
• Excellent collaboration in fast-paced, matrix environment
• Ability to work under pressure and prioritize tasks accordingly
• Strong communicator
• Fluent English (any additional language is a plus)
• Bachelor’s degree or equivalent military experience required

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 d