Customer Success Engineer Prisma Access​/SaaS

Overview

Our Mission:
At Palo Alto Networks, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are:

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Your Career:
With uncertain macroeconomic conditions putting pressure on organizations to do more with less, investing in IT solutions that reduce complexity and cost are more important than ever. For security and networking infrastructure, this means adopting a Secure Access Service Edge (SASE) strategy. Gartner has recognized Palo Alto Networks as a Leader in the 2023 Gartner Magic Quadrant for SSE and the 2022 Gartner Magic Quadrant for SD-WAN.

This recognition emphasizes our commitment to delivering best-in-class cybersecurity solutions that help organizations stay secure and agile in this hybrid era.

As a Customer Success Engineer within the SASE team, you will be part of a business-critical capability to enable our customers’ secure environments. You act as their day-to-day technical contact, building relationships with them to ensure proper security integrations. This includes guidance for adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You are someone who is highly technical, understands SASE technologies, and understands the complex world of cloud ecosystems and integrations.

You love solving critical problems in challenging environments. In this role, you will work closely with CISOs, Security Architects, Customer Success Managers, and Development Operations teams within mid-to-large enterprises to implement best-in-class cloud security solutions. You will be the frontline defense against the world’s most pressing cybersecurity challenges. The end result for the client? Better digital protection. The end result for you?

An important career that impacts our daily lives in the digital age.

• 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 /…