Sr. Customer Success Engineer

Company: Palo Alto Networks
Location: Santa Clara
Posted on: May 15, 2022

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