Customer Success Engineer, NGFW

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.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Our Approach to Work

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

Customer Success Engineers are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive method to ensure customers achieve their required outcomes with a product or a service through tailored end to end technical execution & guidance.  Our team is responsible for implementing custom integrations & workflows to ensure the solutions are fully integrated into the customers tech environment.

Our Engineers provide deep product-level expertise in account setup, deployment, and adoption & optimization, communicating new versions/features, offering product support and advisory and managing customer 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.

This position works with our Network Security team delivering support and services across our Next Generation Firewall (NGFW) technologies.  This position is available in the United States to work remotely or in a local Palo Alto Networks office.

Your Impact

• Product Expertise -
  • As the technical SME, you will work with Product, Engineering and Account teams to ensure our customers and partners get the most out of our products
  • Provide product-level technical expertise in deployment, software upgrades, optimization, new versions/features, product advisories and hardware and software lifecycle
• Product Adoption -
  • Serve as a customer advocate driving product adoption through PANOS upgrade planning, best practice assessments and security posture improvement
  • Identify innovative use cases to influence product roadmap and features
  • Evaluate risk, complexity and benefits of feature implementation for Enterprise customers
• Customer Impact -
  • Gain an understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and support
  • Ensure customers are maximizing their investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their security objectives
  • Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans

Qualifications

Your Experience 

• 5 years of working experience in network security engineering, operations, support or professional service or similar roles
• Working knowledge of Palo Alto Networks NGFW security platforms is highly desirable
• Working knowledge of Enterprise network products (router, switch, servers, wireless, monitoring, management) highly desirable
• Working knowledge of Windows, Mac and Linux operating system is highly desirable
• Network Security certification from Palo Alto Networks (PCNSA, PCNSE) or CISSP, CCNA, CCNP, CCIE or similar is highly desirable
• Proven results working as a trusted technical advisor to drive value for strategic customers including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth
• Skilled in customer escalations with experience in account management a