Overview As a Customer Success Engineer, you guide customers to achieve business outcomes through tailored technical execution and integration of Palo Alto Networks solutions. You'll deliver end-to-end support, driving platform adoption and value by aligning security tech with customer goals. You work across NGFW deployment, upgrades, and optimization, collaborating with CISOs and technical teams to maintain a proactive security posture. This role sits in the Network Security team, offering impactful, hands-on leadership in a high-trust, cross-functional environment.
Responsibilities- Capture and translate customer business and risk needs into technical requirements
- Maintain deep NGFW/CDSS product knowledge and best practices across customer use cases
- Collaborate with Product and Engineering to maximize product value for customers and partners
- Plan capacity, manage lifecycle for hardware/software, and scrub bugs
- Deliver NGFW features training and knowledge-sharing sessions as needed
- Advocate for customers to influence product roadmap and identify new use cases
- Help customers maximize investment and achieve security objectives through rapid deployment
- Lead high-visibility delivery strategies with account teams and product success plans
- Mentor junior colleagues and share guidance across the team
- Deliver and present QBR/EBR outcomes and perform root cause analyses
- Coordinate on new assignments and align with cross-team activities
- Engage with stakeholders to provide strategic recommendations
- Support escalation management and complex technical issues
Key requirements- 8+ years of relevant work experience in network engineering, architecture, security engineering, or related consulting
- Advanced experience supporting Windows, Mac, and Linux environments
- Experience with Salesforce, JIRA, Gainsight, Tableau
- Extensive experience with public clouds (AWS, Azure, GCP, Oracle)
- Proven ability as a trusted technical advisor with interactions at C-suite level
- Mentorship experience for junior staff
- Experience in managing customer escalations and technical support
- Knowledge of CDSS features and network troubleshooting tools (PCAP, SPAN, CLI)
- Experience with software qualification, change management, and testing processes
- Ability to multi-task in a fast-paced, matrixed environment
- Preferred: security certifications (e.g., PCNSA, PCNSE, CCNA/CCNP/CCIE)
- Willingness to travel occasionally
- strong communication and presentation skills
- customer-centric and collaborative mindset
- ability to influence and align stakeholders
- NGFW features (App-ID, user-ID, content-ID)
- NGFW deployment, upgrade planning and execution
- CDSS expertise and related tools (AIOps, BPA)
