Customer Success Engineer, Prisma Access, SaaS

🔥 1 minute ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

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Palo Alto Networks

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

🏢 Enterprise

💰 $1M Seed Round - Morta Security on 2013-02

Cybersecurity • Enterprise

Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.

📋 Description

• 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 and networking 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

🎯 Requirements

• BS/MS in Computer Science, Electrical Engineering, Computer Engineering or related technical field • Minimum 5 years relevant work experience in pre-sales, post-sales, technical support, consulting or similar roles • In-depth understanding of networking and security concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc. • Understanding SASE architecture and value proposition • Past experience with Data Security product suite (CASB, DLP) • 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 • Availability to provide after-hours deliverables on a scheduled / non-scheduled basis

🏖️ Benefits

• Accommodations for individuals with disabilities • Equal opportunity employer