Sr. Customer Success Engineer
Company: Palo Alto Networks
Location: Santa Clara
Posted on: May 15, 2022
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Job Description:
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.
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.
We're changing the nature of work. Palo Alto Networks is evolving
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.
Job Description
Your Career
We 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
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.
Qualifications
Your Experience
Relevant work experience in pre- or post-sales, support, customer
success, consulting or similar roles
Required experience with supporting endpoint software products
Experience prefered with supporting Cloud native security
products
Experience with scripting including Python, JSON, YAML, and
Bash
Experience with containers, orchestrators like Kubernetes, Docker,
Linux, Cloud Providers (GCP, AWS, Azure), CI/CD, Container
Registries, Serverless
Strong ability to independently troubleshoot, reproduce issues and
identify feasible workarounds in 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
Knowledge of SIEM, vulnerability management tools and firewalls
Knowledge understanding malware, exploits, operating system
structure and behavior
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 basis
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 clients 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.
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.
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.
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 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 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 here.
All your information will be kept confidential according to EEO
guidelines.
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 , Sr. Customer Success Engineer, Engineering , Santa Clara, California
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