Staff Customer Success Engineer

Overview

In this role you help customers navigate their cloud security journey, acting as a trusted technical adviser to maximize value from Palo Alto Networks solutions. You’ll work with security, DevOps, and InfoSec teams at large enterprises to implement secure cloud adoption and integrations. You’ll roll up your sleeves from day one, driving satisfaction, retention, and footprint expansion in a fast-paced environment. You’ll influence product improvements and guide customers through governance and change management to enable measurable ROI.

Pay / Benefits

• remote role
• global cross-geography collaboration
• inclusive culture
• opportunity to influence product roadmap
• growth and expansion opportunities
• competitive compensation (implied by role level)

Responsibilities

• Maximize customer ROI by rapidly deploying and operationalizing Palo Alto Networks solutions
• Help with custom integrations and workflows to fit security operations centers
• Be the first line of defense for customer support needs and coordinate with engineering for timely resolutions
• Advocate for customers to influence product roadmaps and improvements
• Coach customers on Cloud Security Change Management, Governance, and Center of Excellence programs
• Identify risks to business goals and develop mitigation plans with the account team
• Develop understanding of typical customer challenges to map features to business benefits
• Be the go-to specialist on Palo Alto Networks cloud security solutions and grow to SME level

Key requirements

• Relevant experience in pre- or post-sales, support, customer success, consulting, or similar roles
• Experience with supporting endpoint software products
• Experience with cloud-native security products
• Scripting experience (Python, JSON, YAML, Bash)
• Experience with containers and orchestration (Kubernetes, Docker) and Linux; Cloud Providers (GCP, AWS, Azure); CI/CD; Container Registries; Serverless
• Strong independent troubleshooting and ability to work in complex environments
• Consulting and project management skills with a track record as a trusted adviser
• Proven experience handling customer escalations and driving resolutions
• Knowledge of public cloud IaaS features and security products
• Knowledge of SIEM, vulnerability management tools and firewalls; malware concepts
• Ability to communicate technical details to non-technical audiences
• Ability to multi-task in a fast-paced setting; availability for after-hours support
• Fluency in German

• customer obsession
• strong communication
• consulting mindset
• Python
• JSON
• YAML

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