Customer Success Engineer, SASE

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 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!

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!

Job Description

Your Career

Our Customer Success  Engineers(CSEs)  provide deep product-level expertise in deployment, adoption, and optimization, communicating new versions/features, offering product support and advisories, and helping resolve escalations. You will work closely with CISOs, CTOs, security, cloud, network, and other technical teams from the world’s largest and most well-known organizations.

This position works within our Secure Access Service Edge(SASE) Customer Success organization as part of a team that helps our customers in their cloud transformation journey. Some solutions you will work with include Prisma Access, SD-WAN, CASB, and others under the SASE portfolio.

Your Impact

• As a Customer Success Engineer, you will work with Professional Services, Product Management, Engineering, and Account Teams to ensure our customers and partners get the most out of our products
• Exhibit deep product-level technical expertise in deployment, software upgrades, optimization, new versions/features, product advisories, and hardware and software lifecycle
• Gain a deep understanding of typical business challenges faced by our customers and serve as a customer advocate driving product adoption through upgrade planning, best practice assessments, and security posture improvement to solve these challenges
• Evaluate the risk, complexity, and benefits of feature implementation for customers with national and international footprints
• Develop and deliver customized training sessions and workshops to educate customers on the functionalities and capabilities of our SASE products to solve technical needs
• Serve as the primary point of contact for customers' technical inquiries, troubleshooting issues, and promptly resolving challenges
• Gather customer feedback regarding product usability, features, and enhancements, and be the customer's voice to relay this information to the product development team to drive continuous product improvement
• Collaborate with customers, provide hands-on assistance in deploying new features, and ensure smooth integration of SASE products customers have purchased into their infrastructure
• Ensure customers maximize their investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve security objectives
• Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans
• Manage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering, ensuring the customer and internal stakeholders have the information required to make decisions and to act to address customer needs
• Participate in hiring, onboarding, and mentoring of new team members
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to assist customers in self-service and problem resolution
• Sharing knowledge and helping fellow employees to be successful

Qualifications

Your Experience

• Total of 5+ years of industry experience in network security, computer networking, and related areas
• Work experience should include 4+ years of hands-on designing, deploying, and managing large enterprise networks in real time
• Detail understanding of NoC (Network Operations Center) and SoC (Security Operations Center) day-to-