[Hiring] Staff Customer Success Engineer SASE @Palo Alto Networks

Role Description

As a Customer Success Engineer within the SASE team, you will be part of a business-critical capability to enable our customers’ secure environments. You act as their day-to-day technical contact, building relationships with them to ensure proper security integrations. This includes:

• Guidance for adoption and accelerated integrations with new cloud security products.
• Real-time support and strategy.
• Working closely with CISOs, Security Architects, Customer Success Managers, and Development Operations teams within mid-to-large enterprises.
• Solving critical problems in challenging environments.

You will be the frontline defense against the world’s most pressing cybersecurity challenges, ensuring better digital protection for clients and impacting daily lives in the digital age.

Qualifications

• BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field.
• Minimum 5 years relevant work experience in pre-sales, post-sales, technical support, consulting or similar roles.
• In-depth understanding of networking and security concepts.
• Experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
• Understanding SASE architecture and value proposition.
• Past experience with Data Security product suite (CASB, DLP).
• Enterprise-level 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 and negotiating successful resolutions.
• Strong consulting and project management skills.
• Ability to clearly articulate technical issues to both technical and non-technical audiences.
• Ability to multi-task and work in a fast-paced environment.
• Availability to provide after-hours deliverables on a scheduled / non-scheduled basis.
• Fluent German language is mandatory.

Requirements

• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks SASE solutions.
• Assist customers in implementing Palo Alto Networks SASE solutions and fully integrate these into their security and networking operations.
• Be the first line of defense in proactively addressing customer needs for technical assistance.
• 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.
• Develop a comprehensive understanding of typical business challenges faced by customers.
• Be a Go-To customer expert on Palo Alto Networks SASE security solutions.
• Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement.

Benefits

• We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
• Commitment to providing reasonable accommodations for all qualified individuals with a disability.
• Equal opportunity employer celebrating diversity in the workplace.