[PANW] Customer Success engineer

Job Description – Customer Success Engineer

Your Career 

As a Customer Success Engineer, 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, accelerated integrations with new cloud security products, and real-time support and strategy. You are someone who is highly technical, understands cloud technologies, and understands the complex world of cloud ecosystems and integrations. 

You love solving critical problems in challenging environments. In this role, you will work closely with CISOs, Security Architects, Customer Success Managers, DevOps and other teams within mid-to-large enterprises to implement best-in-class cloud security solutions. You will be the frontline defense against the world’s most pressing cybersecurity challenges. The end result for the client? Better digital protection. The end result for you? An important career that impacts our daily lives in the digital age. 

Your Impact 

• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Network Security – Cloud solutions to achieve their business and security objectives
• Assist customers in implementing Network Security – Cloud solutions and fully integrate these into their security operations
• Be the first line of defense in proactively addressing customer needs for technical assistance, and coordinating and prioritizing 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 a Go-To customer expert on customer’s 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, Customer Engagement

Your Experience 

• Bachelor / Masters degree in Computer Science, Electrical Engineering, Computer Engineering or a related technical field
• Relevant work experience (min 5+ years) in pre-sales, post-sales, technical support, consulting or similar roles
• In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators etc.
• 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, balancing customer expectations, and negotiating successful resolutions
• Strong consulting and project management skills
• Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both internal and external to organization.
• Ability to multi-task and work in a fast-paced environment
• Availability to provide after-hours deliverables on a scheduled / non-scheduled basis