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Senior Customer Success Engineer
Our Mission
At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
Who We Are
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
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 Summary
Job Summary
As a Senior Customer Success Engineer, you will serve as the primary post-sales technical point of contact, bridging business strategy and technical execution. You will build internal processes and automated workflows to ensure maximum ROI for every customer. This technical-first hybrid role blends the analytical rigor of Strategy & Operations with hands-on engineering execution to solve complex hurdles for top-tier clients.
Key Responsibilities
- Execute technical tasks and configure features to accelerate customer time-to-value.
- Lead targeted deployment sprints and provide ongoing prescriptive guidance post-Professional Services.
- Design and optimize the Customer Success Stack to automate low-touch tasks and flag churn signals.
- Build standardized playbooks for onboarding, migration, and expansion workflows.
- Define and track KPIs including Net Retention Rate, Time-to-Value, and Product Adoption Scores.
- Act as a strategic technical advisor to influence C-suite executives and drive business value.
- Partner with Account Teams to lead the technical narrative during Quarterly Business Reviews.
- Collaborate with Engineering, TAC, and Product teams to navigate and resolve complex product issues.
- Operate independently to authorize risk mitigation and manage accounts regressing in health status.
Qualifications
Required Qualifications
- Minimum of 7 years of industry experience in Customer Success Engineering, Technical Account Management, or similar roles supporting enterprise networks.
- Minimum of 5 years of hands-on experience designing, deploying, and managing large enterprise networks in real-time.
- Advanced knowledge of the complete SASE ecosystem, including SD-WAN, ZTNA, SWG, FWaaS, CASB, DLP, and BGP.
- Proven understanding of the Security/Attack Life Cycle and experience using security products to prevent data breaches.
- Strong experience with SQL and data visualization tools such as Tableau, Looker, or Snowflake.
- Familiarity with CRM/CS platforms like Salesforce or Gainsight.
- Advanced understanding of TCP/IP, SSL/IPSec VPNs, PKI, and troubleshooting tools like tcpdump and Wireshark.
- Detailed understanding of NOC/SOC operational requirements and Sandboxing technologies.
- Proven ability to embrace AI and create automation to streamline workflows and drive efficiencies.
Preferred Qualifications
- SSE, PCNSE, CCNP, CCSP, and CISSP certifications are highly preferred.
- Track record of proactively uncovering and driving expansion opportunities through customer education.
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.
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.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
