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.
We are looking for a hardworking and passionate Sr. 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.
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
Our technical support 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 just evolves. Our technical team provides behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, 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. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.
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