Cortex 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.

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.

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.

We expect office-based employees to be in the office four days per week, with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies, we are working through the details and things could change …. but in general if a role is deemed office-based we want our teams to be together four days per week.

Your Impact

• Security orchestration and automation is complex, so as a Customer Success Engineer you will assist our customers with implementing and customising 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
• Experience working in SOAR products 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
• Familiarity with the different products, processes, and ecosystem
• Experience as a Security Incident Responder or SOC analyst/manager
• Ability to work under pressure, and prioritise tasks accordingly

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 charac