Customer Success Engineer, Ngfw

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.

Our vision is a world where each day is safer and more secure than the one before. 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.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Your Career

Customer Success Engineers are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive method to ensure customers achieve their required outcomes with a product or a service through tailored end to end technical execution & guidance. Our team is responsible for implementing custom integrations & workflows to ensure the solutions are fully integrated into the customers tech environment.

Our Engineers provide deep product-level expertise in account setup, deployment, and adoption & optimization, communicating new versions/features, offering product support and advisory and managing customer escalations. You will work closely with CISOs, CTOs, and Security, Cloud, Network and other technical teams throughout the world’s largest and most well-known organizations.

This position works with our Network Security team delivering support and services across our Next Generation Firewall (NGFW) technologies. This position is available in the United States to work remotely or in a local Palo Alto Networks office.

We expect office-based employees to be in the office four days per week, with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies, we are working through the details and things could change …. but in general if a role is deemed office-based we want our teams to be together four days per week.

Your Impact

• Product Adoption -
  • Serve as a customer advocate driving product adoption through PANOS upgrade planning, best practice assessments and security posture improvement
  • Identify innovative use cases to influence product roadmap and features
  • Evaluate risk, complexity and benefits of feature implementation for Enterprise customers
• Provide product-level technical expertise in deployment, software upgrades, optimization, new versions/features, product advisories and hardware and software lifecycle
• Product Expertise -
  • As the technical SME, you will work with Product, Engineering and Account teams to ensure our customers and partners get the most out of our products
  • Provide product-level technical expertise in deployment, software upgrades, optimization, new versions/features, product advisories and hardware and software lifecycle
• Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans
• Serve as a customer advocate driving product adoption through PANOS upgrade planning, best practice assessments and security posture improvement
• Evaluate risk, complexity and benefits of feature implementation for Enterprise customers
• Identify innovative use cases to influence product roadmap and features
• Customer Impact -
  • Gain an understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and support
  • Ensure customers are maximizing their investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their security objectives
  • Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans
• As the technical SME, you will work with Product, Engineering and Account teams to ensure our customers and partners get the most out of our products
• Ensure customers are maximizing their investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their security objectives
• Gain an understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and support

Qualifications

Your Experience

• Network Security certification from Palo Alto Networks (PCNSA, PCNSE) or CISSP, CCNA, CCNP, CCIE or similar is highly desirable
• Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
• Working knowledge of Windows, Mac and Linux operating system is highly desirable
• Working knowledge of Enterprise network products (router, switch, servers, wireless, monitoring, management) highly desirable
• Skilled in customer escalations with experience in account management and project management
• Working knowledge of Palo Alto Networks NGFW security platforms is highly desirable
• Proven results working as a trusted technical advisor to drive value for strategic customers including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth
• 5 years of working experience in network security engineering, operations, support or professional service or similar roles
• Travel - Open to occasional travel according to the need for strategic customer engagement and on-sites

Additional Information

The Team

Customer Success Engineers are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive approach to ensure customers achieve their required outcomes with a product or a service through tailored end-to-end technical execution & guidance. Our team is responsible for implementing custom integrations & workflows to ensure the solutions are fully integrated into the customers tech environment.

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.

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 [email protected].

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.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $142,800/yr to $231,000/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Please note that we will not sponsor applicants for work visas for this position.