Staff Customer Success Engineer (Cloud)

• We are looking for a hardworking and passionate Customer Success Engineer who is customer obsessed and wants to help our customers during their cloud transformation journey
• You will act as a trusted technical advisor to our customers to help ensure efficient Palo Alto Networks’ public cloud security adoption, and to accelerate business value and ROI
• In this role, you will work closely with customer Security Architects, Security Engineers, InfoSec and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions
• From day one, you will roll up your sleeves and hit the ground running and bring all of your experience to the team to increase customer satisfaction, value, retention, and expansion of our footprint
• Most importantly, you have a positive, “can do” attitude and a passion for delivering technical solutions in a fast-paced environment
• 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 Palo Alto Networks solutions are fully integrated into their security operations center
• Be the first line of defense in solving customer support requests, 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 Go-To customer specialist on Palo Alto Networks public cloud security solutions and become a Subject Matter expert over time
• Performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

Benefits

• Healthcare: We value your health and provide options so you can choose what best supports your lifestyle and personal health goals. Various nationwide plans — including Blue Shield of California, Kaiser Permanente, Delta Dental, VSP, and more — are available to you and your family. Our providers offer the flexibility you want and the coverage you need
• Wellness: With a large on-site gym and daily, instructor-led exercise classes at HQ in Santa Clara, Palo Alto Networks actively supports employee fitness. Our juice bar, Gym & Juice, features fresh juice blends, a quick and nutritious option pre- or post-workout. And our ongoing wellness speaker series highlights the latest trends in health and wellness
• Development: Professional development is serious business at Palo Alto Networks, where the Talent Development team offers 25+ courses to help employees boost their careers and develop leadership capability
• Financial: Most roles are eligible for equity grants, and we now offer new hires a quarterly vesting schedule right away. We want you to be fairly compensated and rewarded as soon as you make an impact – on our team, that happens immediately! And because we consider every employee a stakeholder in our long-term success, we offer an Employee Stock Purchase Plan (ESPP) with a 24-month lookback. From life insurance to health savings accounts, we provide ways to help you protect and grow your wealth. Palo Alto Networks offers both traditional and Roth 401(k) options, along with a company match of 50% to a max annual amount of $1,000
• Time Off: In addition to paid corporate holidays, Flexible Time Off programs empower our employees to balance their work schedules with personal time off. We offer 12 weeks of full pay for medical leave and 6 weeks of full pay for parental leave. As a company with strong ties to the military and veterans, we also offer 26 weeks of full pay for military leave
• Perks: Our corporate discount program provides employees with significant discounts on merchandise, travel and entertainment. We offer many on-site perks at headquarters, including cafeterias, fuel service, dry cleaning service, EV charging stations, and a company store. We also provide complimentary drinks, fresh fruit, and snacks in break rooms across our campus to help everyone power through the day.

Life at Palo Alto Network- Relevant work experience in pre- or post-sales, support, customer success, consulting or similar roles

• Experience prefered with supporting Cloud native security products
• Strong consulting and project management skills, with validated 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
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required
• Experience with scripting including Python, JSON, YAML, and Bash
• Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (GCP, AWS, Azure), CI/CD, Container Registries, Serverless
• Required experience with supporting endpoint software products
• Proven track record of handling customer escalations, balancing customer expectations, and negotiating successful resolutions
• Existing knowledge of, and experience with public cloud platform (IaaS) features, capabilities, and best use
• Experience with security products and/or offerings
• Knowledge of SIEM, vulnerability management tools and firewalls
• Ability to multi-task and work in a fast-paced environment
• Ability to communicate technical details to a non-technical audience
• Availability to provide after-hours support on a scheduled / non-scheduled basis
• Knowledge understanding malware, exploits, operating system structure and behavior