Staff Customer Success Engineer – Cortex

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $142.2k - $229.9k / year

⏰ Full Time

🔴 Lead

🧑‍🔧 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

• Guide customers through advanced platform optimization, workflow maturation, and continuous value realization to scale adoption and maximize ROI • Resolve critical account escalations by aligning Engineering, Product Management, and Support stakeholders • Create repeatable playbooks, reference guides, and best-practice documentation from complex troubleshooting patterns and product nuances • Advocate for customers internally and feed field insights back into product strategy • Mentor team members and lead technical enablement sessions • Serve as product SME for strategic accounts, consulting on technical requirements, architecture, integrations, and long-term security outcomes • Partner with Product, Core Engineering, and Support to prioritize critical customer needs and resolve blockers • Manage escalations, set customer expectations, and communicate progress to leadership • Lead knowledge-sharing sessions, review technical designs, and mentor engineers • Coach key accounts on operational best practices, change management, and architectural alignment

🎯 Requirements

• 8+ years of experience in customer-facing technical roles, such as Customer Success Engineering, Solutions Architecture, Technical Support, or Consulting • Strong technical background in Security Operations (SOC), Incident Response, or Security Engineering • Solid understanding of core security concepts and workflows across SIEM, Endpoint Detection (EDR/XDR), Security Automation (SOAR), and Attack Surface Management • Practical familiarity with AWS, Azure, or GCP • Working knowledge of Linux and Windows operating systems, system administration, and troubleshooting • Ability to read, write, or evaluate scripts such as Python, JavaScript, or Bash • Demonstrated track record of navigating high-stakes customer escalations, negotiating resolutions, and maintaining trust under pressure • Exceptional communication skills with the ability to articulate complex technical issues clearly to engineering teams and C-level executives • Direct hands-on experience deploying, managing, or supporting Cortex XDR, Cortex XSOAR, Cortex XSIAM, Cortex Cloud, Prisma Cloud, or equivalent enterprise security technologies • Familiarity with cloud-native architectures, Kubernetes, and modern DevOps/CI-CD workflows • Industry certifications such as CISSP, CISM, CCSP, PCNSC, PCSAE, or relevant vendor certifications

🏖️ Benefits

• Restricted stock units may be included • Bonus may be included • Reasonable accommodations for qualified individuals with a disability or special need

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