Customer Success Engineer - Prisma Access
Company: Palo Alto Networks
Location: Santa Clara
Posted on: May 13, 2022
Job Description:
Company DescriptionOur MissionAt Palo Alto Networks everything
starts and ends with our mission: Being the cybersecurity partner
of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more
secure than the one before. These aren t easy goals to accomplish
but we re not here for easy. We re here for better. 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.
Disruption is at the core of our technology and on our way of work
to meet the needs of our employees now and in the future through
FLEXWORK, our approach to how we work. We re changing the nature of
work from benefits to learning, location to leadership, we ve
rethought and recreated every aspect of the employee experience at
Palo Alto Networks. And because it FLEXes around each individual
employee based on their individual choices, employees are empowered
to push boundaries and help us all evolve, together.Job
DescriptionYour CareerWe are looking for a hardworking and
passionate Customer Success Engineer who is customer obsessed and
wants to help our customers during their cloud transformation
journey. You will act as a trusted technical advisor to our
customers to help ensure efficient Palo Alto Networks public cloud
security adoption, and to accelerate business value and ROI. In
this role, you will work closely with customer Security Architects,
Security Engineers, InfoSec and DevOps teams within mid-to-large
enterprises to implement best in class cloud security
solutions.From day one, you will roll up your sleeves and hit the
ground running and bring all of your experience to the team to
increase customer satisfaction, value, retention, and expansion of
our footprint. Most importantly, you have a positive, can do
attitude and a passion for delivering technical solutions in a
fast-paced environment.
Your Impact
- Ensure customers are maximizing their return on investment by
rapidly implementing and operationalizing Palo Alto Networks
solutions to achieve their business and security objectives
- Assist customers in implementing custom integrations and
workflows to ensure Palo Alto Networks solutions are fully
integrated into their security operations center
- Be the first line of defense in solving customer support
requests, and coordinating and prioritizing timely resolutions with
engineering teams
- Serve as a customer advocate in influencing product roadmap and
improvements
- Coach customers on how to establish and manage their Cloud
Security Change Management/ Governance/ Center of Excellence
program
- Identify risks to the customer achieving their stated business
goals and work with the account team to build a risk mitigation
plan or escalate as needed
- Develop a comprehensive understanding of typical business
challenges faced by customers and common objectives to
appropriately map features and associated business benefits to
address their needs
- Be Go-To customer specialist on Palo Alto Networks public cloud
security solutions and become a Subject Matter expert over
time
- Performance metrics CSAT, Renewal rate, Upsell / Cross-sell
lead identification, Reference-ability, Renewal likelihood,
Adoption, Consumption, Customer Engagement
- Flexibility for travel up to 30%QualificationsYour Experience
- Relevant work experience in pre- or post-sales, support,
customer success, consulting or similar roles
- Required experience with supporting endpoint software
products
- Required strong experience with Windows OS based applications
(Installation, troubleshooting, Debugging)
- Strong experience with MS environment (Exchange, SCCM, GPO, AD,
MSSQL, IIS)
- Experience with endpoint security software is a plus
(Antivirus, DLP, IPS, NAC)
- Experience with Security is a plus (IPSEC / SSL-VPN / NAT /
GRE)
- Experience with batch scripting is a plus
- Strong ability to independently debug broad, complex, and
unique environments with mixed applications and protocols
required
- Strong consulting and project management skills, with validated
results working as a trusted advisor to drive business value for
customers, including the ability to interact with client teams at
various levels of technical and non-technical depth
- Proven track record of handling customer escalations, balancing
customer expectations, and negotiating successful resolutions
- Existing knowledge of, and experience with public cloud
platform (IaaS) features, capabilities, and best use
- Experience with security products and/or offerings
- Ability to communicate technical details to a non-technical
audience
- Ability to multi-task and work in a fast-paced environment
- Availability to provide after-hours support on a scheduled /
non-scheduled basisAdditional InformationThe TeamOur technical
support team is critical to our success and mission. As part of
this team, you enable customer success by providing support to
clients after they have purchased our products. Our dedication to
our customers doesn t stop once they sign it just evolves. Our
technical team provides behind-the-scenes support to meet our
customer s needs. As threats and technology evolve, we stay in step
to accomplish our mission. You ll be involved in implementing new
products, transitioning from old products to new, and will fix
integrations and critical issues as they are raised in fact, you ll
seek them out to ensure our clients are safely supported. We fix
and identify technical problems, with a pointed focus of providing
the best customer support in the industry. We re a fast-growing,
immensely successful organization because of our people and
products (built and supported by our people). We work the
frontlines against cyberthreats and attacks, protecting everyday
transactions in the digital environment. It means we re good at
scaling quickly to new threats, get fulfillment from resolving new
problems, and think about things just plain differently.Our
CommitmentWe 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.Palo Alto Networks is evolving and changing the nature of
work to meet the needs of our employees now and in the future
through FLEXWORK, our approach to how we work. From benefits to
learning, location to leadership, we ve rethought and recreated
every aspect of the employee experience at Palo Alto Networks. And
because it FLEXes around each individual employee based on their
individual choices, employees are empowered to push boundaries and
help us all evolve, 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 .
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 characteristics.Disclosure required by sb19-085 (8-5-20)
of the minimum compensation (includes on-target earnings = base +
on target incentives for sales roles) for this role to be located
in the state of Colorado. If hired in Colorado, this position
starts at $138,900/yr. Depending on the position offered,
restricted stock units and incentive or bonus pay may be provided
as part of this compensation package. Additional benefits may be
found .Covid-19 Vaccination Information for Palo Alto Networks Jobs
- Vaccine requirements and disclosure obligations vary by
country.
- Unless applicable law requires otherwise, you must be
vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer
has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this
particular position based on your location or job requirements,
please inquire with the recruiter.
Keywords: Palo Alto Networks, Santa Clara , Customer Success Engineer - Prisma Access, Engineering , Santa Clara, California
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