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.

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.

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

• Product Expertise
  • As the technical SME, you will work with Product and Engineering teams to ensure our customers and partners get the most out of our products
  • Network security and end point development, integration, and implementation 
  • Provide deep product-level technical expertise in account setup, deployment, optimization, communicate new versions/features, offer product support and manage customer escalations
• Product Adoption
  • Serve as a customer advocate, improving product adoption by influencing the product roadmap, utilizing new features, and identifying innovative use cases
  • Product advisory, risk identification & resolution, channel customer engagements 
• Customer Impact
  • Ensure customers are maximizing the investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their security objectives
  • Partners 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 and project management
• Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
• Travel - Open to occa