Customer Success Engineer

• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks SASE solutions to achieve their business and security objectives
• Assist customers in implementing Palo Alto Networks SASE solutions and fully integrate these into their security operations
• Be the first line of defense in proactively addressing customer needs for technical assistance, and coordinating and prioritizing timely resolutions with engineering teams
• Serve as a customer advocate in influencing product roadmap and improvements
• Coach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program
• 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 business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
• Be a Go-To customer expert on Palo Alto Networks SASE security solutions and become a Subject Matter expert over time
• Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

Skills:

• Minimum 5 years of relevant work experience in post-sales, pre-sales, technical support, consulting or similar roles
• Understanding SASE architecture and value proposition
• In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
• Enterprise-level designing/troubleshooting experience in Routing Protocols (BGP / OSPF / EIGRP)
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.)
• Knowledge of Linux (including BASH and Python scripting)
• Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
• Strong consulting and project management skills
• Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both internal and external to the organization
• Ability to multi-task and work in a fast-paced environment

Education:

• BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field or equivalent military experience required