Staff Customer Success Engineer - Cloud

Define what’s next in cybersecurity.

Staff Customer Success Engineer - Cloud

Our Mission

At Palo Alto Networks, we’re united by a shared mission—to protect our digital way of life.

Who We Are

We are focused on being the cybersecurity partner of choice by shaping the future of the industry. Our employees work with values including Disruption, Collaboration, Execution, Integrity, and Inclusion. We also weave AI into the fabric of everything we do to augment the impact every individual can have.

Most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

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 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, bringing 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

• 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 coordinate and prioritize 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 the go-to customer specialist on Palo Alto Networks public cloud security solutions and become a subject matter expert over time
• Performance metrics include CSAT, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement

Qualifications

Your Experience

• Relevant work experience in pre- or post-sales, support, customer success, consulting, or similar roles
• Required experience supporting endpoint software products
• Preferred experience 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, and serverless
• Strong ability to independently troubleshoot, reproduce issues, and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols
• 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
• Understanding of 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 and non-scheduled basis