Customer Success Engineer - NGFW

Our Mission

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.

Who 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.

Your Career

Our CSEs provide product-level expertise in account setup, deployment, and adoption & optimization, communicating new versions/features, offering product support and advisory, and managing escalations. You will work closely with CISOs, CTOs, and Security, Cloud, Network and other technical teams throughout the world's largest and most well-known organizations.

• Capture customer's business and risk requirements, translating them into technical requirements
• Knowledge of network security products and solutions
• Work with Product and Engineering teams to ensure customers and partners get the most out of our products
• Exposure with capacity planning, bug scrub, hardware and software lifecycle management
• Exposure with NGFW features and services, including App-ID, user-ID, content-ID etc.
• Exposure in the planning and execution NGFW software upgrade process in a mission-critical environment.

• Serve as a customer advocate, improving product adoption by influencing the product roadmap, utilizing new features, and identifying innovative use cases
• Ensure customers maximize their investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their security objectives
• Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans
• Facilitate customer engagements to ensure strategic alignment and adoption

• Understanding of NGFW and CDSS best practices and related tools (AIOps, BPA) to help customers maintain the highest levels of security
• Understanding of customer software qualification, change management, and testing processes
• Ability to create and present effective QBR/EBR presentations
• Perform and document root cause analysis
• Influence key stakeholders (internal and external) with strategic insights and recommendations

• 5+ years relevant work experience in Network Engineering, Architecture, Security Engineering, technical consulting, or similar roles
• Strong experience in supporting common end user software (Windows, Mac, Linux)
• Strong experience in using tools such as Salesforce, JIRA, Gainsight or Tableau
• Working experience with public cloud platforms such as AWS, Azure, GCP, Oracle (preferred)
• Experience in working as a trusted technical advisor to drive value for customers, including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth
• Skilled in managing customer escalations with experience in technical support, account management
• Some experience with configuring and deploying CDSS features
• Some knowledge of customer software qualification, change management, and testing processes
• Ability to create and present effective QBR/EBR presentations
• Perform and document root cause analysis
• Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
• Ability to multi-task and work in a fast-paced environment
• Preferred: Prior security certification (PCNSA, PCNSE, CCNA, CCNP, CCIE or similar)
• Travel: Open to occasional travel according to the need for strategic customer engagement and on-sites