Customer Success Engineer - Cortex

Position: Staff Customer Success Engineer - Cortex
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.

Job Summary

About the Role: We are looking for an experienced, high-impact Customer Success Engineer to serve as the technical backbone for our most critical customer accounts. In this role, you will act as a trusted advisor to key stakeholders, resolve high-stakes management escalations, and serve as a force multiplier by mentoring team members and driving technical enablement across the team.

Your Impact

• 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 to deliver prompt, transparent outcomes.
• Turn complex troubleshooting patterns and product nuances into repeatable playbooks, reference guides, and best‑practice documentation for the broader organization.
• Act as the customer’s advocate internally, partnering directly with Product and Engineering teams to feed field insights back into product strategy.
• Mentor team members, lead technical enablement sessions, and foster a culture of operational excellence across the organization.

Key Responsibilities

• Serve as the product SME for strategic accounts, consulting on technical requirements, architecture, integrations, and long‑term security outcomes.
• Partner closely with Product, Core Engineering, and Support to prioritize critical customer needs and resolve blockers.
• Manage critical account escalations by aligning cross‑functional teams, setting clear customer expectations, and communicating progress to leadership.
• Lead knowledge-sharing sessions, review technical designs, and mentor engineers to level up the team's overall technical acumen.
• Coach key accounts on operational best practices, change management, and architectural alignment to maximize platform efficacy.

Qualifications

Required:

• 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 major cloud platforms, including 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,…