Senior Customer Success Engineer - MIM

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.

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.

We are seeking a proactive and customer focused individual to join our team as a Senior Customer Success Engineer (CSE) specializing in Certificate Lifecycle Management and PKI. In this role, you will ensure the successful deployment, automated lifecycle management, and ongoing stabilization of our enterprise CLM and PKI solutions. Your primary objective will be to provide subject matter expertise to empower clients to maximize the value of the platform that will help to manage the entire certificate lifecycle across distributed hybrid environments.

As a Senior Customer Success Engineer, you will play a strategic role in driving customer success by providing advanced technical expertise and leadership. You will work closely with CISOs, CTOs, security, PKI, cloud, network, and other technical teams from the world’s largest and most well-known organizations, particularly focusing on ensuring successful deployment, adoption, and optimization of our solutions.

• Provide advanced product-level expertise, leading complex deployments and resolving intricate technical challenges.
• Serve as the go‑to expert for the CLM and PKI products, guiding customers through sophisticated integrations and customizations.
• Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions.
• Lead efforts to drive product adoption, conducting in‑depth training sessions, and workshops tailored to customer needs.
• Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement.
• Ensure customers achieve operational excellence by fully adopting and optimizing new features.
• Act as a strategic advisor, influencing key stakeholders at various levels, including C‑suite executives.
• Manage complex customer engagements, collaborating with account teams to develop and execute high‑touch delivery strategies.
• Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution.

• Bachelor of Science in Computer Science or related Technical Field (or equivalent experience).
• 5+ years of hands‑on experience in cloud infrastructure and large‑scale network design, operations, and security.
• 3+ years of experience in a customer‑facing or advisory role (such as Customer Success, Consulting, or Support Engineering).
• Proven track record in driving product adoption, leading complex feature implementations,…