Senior Customer Success Engineer
Senior Customer Success Engineer
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Job Description
Your Career
As a Customer Success Engineer within the SASE team you will be part of a businesscritical capability to enable our customers secure environments. You act as their daytoday technical contact building relationships with them to ensure proper security integrations.
This includes guidance for adoption accelerated integrations with new cloud security products and realtime support and strategy. You are someone who is highly technical understands SASE technologies and understands the complex world of cloud ecosystems and integrations.
You love solving critical problems in challenging environments. In this role you will work closely with CISOs Security Architects Customer Success Managers and Development Operations teams within midtolarge enterprises to implement bestinclass cloud security solutions.
You will be the frontline defense against the worlds most pressing cybersecurity challenges. The end result for the client Better digital protection. The end result for you An important career that impacts our daily lives in the digital age.
Your Impact
- Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks SASE solutions to achieve their business and security objectives
- Assist customers in implementing Palo Alto Networks SASE solutions and fully integrate these into their security operations
- Be the first line of defense in proactively addressing customer needs for technical assistance 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 a GoTo customer expert on Palo Alto Networks SASE security solutions and become a Subject Matter expert over time
- Performance metrics include CSAT Renewal rate Upsell / Crosssell lead identification Referenceability Renewal likelihood Adoption Consumption Customer Engagement
Qualifications :
Your Experience
- BS/MS in Computer Science Electrical Engineering Computer Engineering or a related technical field or equivalent military experience required
- Minimum 5 years of relevant work experience in postsales presales technical support consulting or similar roles
- Understanding SASE architecture and value proposition
- Indepth understanding of Networking concepts and experience with multivendor networking devices such as routers switches firewalls traffic generators etc.
- Enterpriselevel designing/troubleshooting experience in Routing Protocols (BGP / OSPF / EIGRP)
- Expertise with Remote Access VPN solutions IPSEC PKI & SSL TCP/IP Authentication Protocols (SAML SSO LDAP RADIUS etc.)
- Knowledge of Linux (including BASH and Python scripting)
- Proven track record of managing customer escalations balancing customer expectations and negotiating successful resolutions
- Strong consulting and project management skills
- Ability to clearly articulate technical issues to both technical and nontechnical audiences executives and explain their impact on business both internal and external to the organization
- Ability to multitask and work in a fastpaced environment
Additional Information :
The Team
We are the global cybersecurity leader known for always challenging the security status quo. Our mission is to protect our way of life in the digital age by preventing successful cyberattacks. This has given us the privilege of safely enabling tens of thousands of organizations and their customers. Our pioneering Security Operating Platform emboldens their digital transformation with continuous innovation that seizes the latest breakthroughs in security automation and analytics. By delivering a true platform and empowering a growing ecosystem of changemakers like us we provide highly effective and innovative cybersecurity across clouds networks and mobile devices.
Our Security Operating Platform is built for automation. It is easy to operate with capabilities that work together so customers can prevent successful cyberattacks. They can use analytics to automate routine tasks so they can focus on what matters. We are known for continuously delivering innovations; and with Application Framework we extend that to an open ecosystem of developers that benefit from our customers existing investment in data sensors and enforcement points.
Our Commitment
Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating 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.
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
