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Sales – Intro@2X

Customer Success Engineer

Description

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.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.  And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Your Career

As a Customer Support Engineer, you will be part of a business-critical capability to enable our customers’ secure environments. You act as their primary technical support contact, building their trust in the stability of our products and our ability to get things right. You are highly technical, understand cloud technologies, and understand the complex world of cloud eco-systems and integrations.

You love solving critical problems in challenging environments. In this role, you will work closely with highly technical end users skilled in DevOps and cloud security. You will be the frontline defense against the world’s most pressing cybersecurity challenges. The result for the client? Better digital protection. The 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 Palo Alto Networks solutions to achieve their business and security objectives

  • Assist customers in implementing custom integrations and workflows to ensure Bridgecrew solutions are fully integrated into their security operations center

  • Be the first line of defense in proactively solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams 

  • Serve as a customer advocate in influencing product roadmap and improvements

  • 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 technical challenges faced by customers and common objectives to appropriately map Bridgecrew features and associated business benefits to address their needs

Your Experience 

  • Minimum 5 years relevant work experience in support, customer success, technical consulting, or similar roles

  • Strong communication and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth

  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions

  • Existing knowledge of, and experience with public cloud platform features, capabilities, and best use

  • Experience with Cloud Containers (i.e. Kubernetes) and Serverless technology

  • Knowledge of one or more scripting languages, like Python

  • Knowledge of working in a shell environment

  • Familiarity with devops tools and processes, like git and CI/CD systems

  • Experience with security products and/or offerings

  • Excellent organizational and time management skills

  • Self-starter, self-directed and independent thinker

  • Ability to multi-task and work in a fast-paced environment

  • Availability to provide after-hours support on a scheduled / non-scheduled basis

  • Highly beneficial to have public cloud certifications (AWS, Azure, GCP, etc.) prior to joining - It is expected that you will gain public cloud certification within the first 6 months

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Disclosure required by sb19-085 (8-5-20) of the minimum compensation (includes on-target earnings = base + on target incentives for sales roles) for this role to be located in the state of Colorado. If hired in Colorado, this position starts at $118,500/yr. Depending on the position offered, restricted stock units and incentive or bonus pay may be provided as part of this compensation package. Additional benefits may be found here .


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