Sr Staff Engineer Customer Success

Sr Staff Engineer Customer Success

At Palo Alto Networks everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. 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 believe collaboration thrives in person. That's why 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 Description

As a Customer Success Engineer (CSE) at Palo Alto Networks, you will play a strategic role in driving customer success by providing advanced technical expertise and leadership. You will work closely with CISOs, CTOs, security, cloud, network, and other technical teams from the world's largest and most well-known organizations, particularly focusing on ensuring successful deployment, adoption, and optimization of our solutions.

This position works within our Secure Access Service Edge (SASE) Customer Success organization, helping customers in their cloud transformation journey. Some solutions you will work with include Prisma Access, SD-WAN, CASB, and others under the SASE portfolio.

Your impact includes:

• Product Expertise

  • Provide advanced product-level expertise, leading complex deployments and resolving intricate technical challenges

  • Serve as the go-to expert for SASE products, guiding customers through sophisticated integrations and customizations

  • Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions

• Product Adoption

  • Lead efforts to drive product adoption, conducting in-depth training sessions, and workshops tailored to customer needs

  • Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement

  • Ensure customers achieve operational excellence by fully adopting and optimizing new features

• Customer Impact

  • Act as a strategic advisor, influencing key stakeholders at various levels, including C-suite executives

  • Manage complex customer engagements, collaborating with account teams to develop and execute high-touch delivery strategies

  • Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution

Qualifications

Your experience includes:

• 5+ years of industry hands-on experience with deep expertise in network security, cloud infrastructure, and related technologies

• Advanced knowledge of SASE, SD-WAN, NGFW, and sophisticated routing protocols such as BGP

• Proven track record in driving product adoption, leading complex feature implementations, and delivering advanced training programs

• Ability to translate technical requirements into actionable plans, guiding customers through advanced use cases

• Demonstrated ability to build and maintain strong relationships with key stakeholders, including executive-level contacts

• High-level consultative skills, capable of influencing decisions and driving customer success strategies

• Advanced understanding of TCP/IP, SSL, IPSec, PKI, and advanced troubleshooting tools like tcpdump & Wireshark

• Work experience should include 4+ years of hands-on designing, deploying, and managing large enterprise networks in real time

• Detail understanding of NOC (Network Operations Center) and SoC (Security Operations Center) day-to-day operational requirements in building and maintaining a secure network

• Detailed working knowledge of network infrastructure and security, TCP/IP, BGP, NGFW, SSL/IPSec VPNs

• Solid understanding of routing protocols, with hands-on experience in designing, configuring, and troubleshooting BGP-based production networks

• Background in Internet and Security technologies such as Sandboxing, Firewalls, DLP, and VPNs

• Proven understanding of Security Life Cycle / Attack Life cycle and other security concepts and use of security products to protect the enterprise network from attackers and data breaches

• Proven experience with SD-WAN, CASB, or Cloud/SaaS products and PCNSE, CCNP, CCSP, and CISSP certifications is a plus

• Strong knowledge of public cloud networking, virtualization technologies, and API/automation tools for complex deployments