Customer Success Engineer, SASE

2 days ago

Plano, Texas, United States Palo Alto Networks Full time
Job Title: Customer Success Engineer, SASE

At Palo Alto Networks, we're seeking a highly skilled Customer Success Engineer to join our Secure Access Service Edge (SASE) team. As a key member of our customer-facing team, you will be responsible for ensuring our customers achieve their required outcomes with our SASE products.

About the Role

This is a unique opportunity to work with our customers in their cloud transformation journey, providing deep product-level expertise in deployment, adoption, and optimization. You will work closely with our Professional Services, Product Management, Engineering, and Account Teams to deliver tailored end-to-end technical execution and guidance.

Key Responsibilities
  • Provide technical expertise in deployment, software upgrades, optimization, new versions/features, product advisories, and hardware and software lifecycle
  • Gain a deep understanding of typical business challenges faced by our customers and serve as a customer advocate driving product adoption through upgrade planning, best practice assessments, and security posture improvement
  • Evaluate the risk, complexity, and benefits of feature implementation for customers with national and international footprints
  • Develop and deliver customized training sessions and workshops to educate customers on the functionalities and capabilities of our SASE products
  • Serve as the primary point of contact for customers' technical inquiries, troubleshooting issues, and promptly resolving challenges
  • Gather customer feedback regarding product usability, features, and enhancements, and be the customer's voice to relay this information to the product development team to drive continuous product improvement
  • Collaborate with customers, provide hands-on assistance in deploying new features, and ensure smooth integration of SASE products customers have purchased into their infrastructure
  • Ensure customers maximize their investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve security objectives
  • Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans
  • Manage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering, ensuring the customer and internal stakeholders have the information required to make decisions and to act to address customer needs
  • Participate in hiring, onboarding, and mentoring of new team members
  • Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to assist customers in self-service and problem resolution
  • Sharing knowledge and helping fellow employees to be successful
Requirements
  • Total of 5+ years of industry experience in network security, computer networking, and related areas
  • 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
  • Proven results working as a trusted technical advisor to drive value for customers, including the ability to interact with C-suite at various levels of technical and non-technical depth
  • Skilled in customer escalations with experience in account management and project management
  • Lead contributor in peer-reviewed white papers – Created technical content for KB articles and contributed to customer-facing forums
  • Lead delivery methodology improvements and mentoring enablement efforts with fellow peers
  • Strong and effective verbal, written, and interpersonal communication skills
  • Ability to build and present content to influence large audiences
  • Ability to manage multiple engagements in a dynamic environment with constant change to address emerging security risks and challenges
  • Positive, growth-oriented mindset
  • Thrives in a matrixed team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
  • Travel – Open to occasional travel according to the need for strategic customer engagement and on-site

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