Technical customer success engineer

job Title: Technical Customer Success Engineer
Location: Bangalore
Number of Positions: 1
Experience: 7- 11 Yrs

Duties:

• 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

Skills:

• Relevant work experience in pre- or post-sales, support, customer success, consulting or similar roles
• Required experience with supporting endpoint software products
• Required strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)
• Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)
• Experience with endpoint security software is a plus (Antivirus, DLP, IPS, NAC).
• Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)
• Experience with batch scripting is a plus
• Excellent written and verbal communication skills as this position is required to work with the clients on a daily basis; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Business or higher level of English is preferred
• Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols required
• 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
• 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
• Ability to communicate technical details to a non-technical audience
• Ability to multi-task and work in a fast-paced environment
• Availability to provide after-hours support on a scheduled / non-scheduled basis

Skills:

Required

• INSTALLATION
• TROUBLESHOOTING
• DEBUGGING
• SUPPORTING ENDPOINT SOFTWARE PRODUCTS
• WINDOWS OS BASED APPLICATIONS

Additional

• MS ENVIRONMENT
• EXCHANGE
• SCCM
• GPO
• AD
• MSSQL
• IIS
• SSL-VPN
• NAT
• GRE
• BATCH SCRIPTING
• WRITTEN COMMUNICATION
• STRONG ABILITY TO INDEPENDENTLY DEBUG BROAD, COMPLEX, AND UNIQUE ENVIRONMENTS WITH MIXED APPLICATIONS AND PROTOCOLS
• CONSULTING
• PROJECT MANAGEMENT
• CUSTOMER ESCALATIONS
• VERBAL COMMUNICATION
• BUSINESS ENGLISH
• TRUSTED ADVISOR
• BALANCING CUSTOMER EXPECTATIONS
• NEGOTIATING SUCCESSFUL RESOLUTIONS
• PUBLIC CLOUD PLATFORM KNOWLEDGE
• PUBLIC CLOUD PLATFORM EXPERIENCE
• SECURITY PRODUCTS
• SECURITY OFFERINGS
• TECHNICAL COMMUNICATION
• MULTI-TASKING
• FAST-PACED ENVIRONMENT
• ENDPOINT SECURITY SOFTWRole & responsibilities

Preferred candidate profile