Staff Customer Engineer (Koi)

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.

The Staff Customer Engineer serves as the technical bridge between engineering and customer-facing teams, enabling Domain Consultants and support teams to successfully run POVs, deploy solutions, and support customers. You will translate live customer issues into actionable engineering fixes, taking full ownership of the bug-resolution lifecycle and the safe deployment of updates directly to customers.

Key Responsibilities Act as a technical bridge between engineering and customer-facing teams to ensure seamless communication. Own the end-to-end resolution of technical issues, diagnosing complex bugs and managing deployment to customer environments. Develop deep expertise in the product's architecture, capabilities, internal systems, and technical roadmap. Enable Domain Consultants to successfully run POVs, including deployment, troubleshooting, and demonstrating value to customers. Support internal teams in diagnosing and resolving complex customer issues to improve overall reliability. Build internal tools and systems allowing support teams to perform initial triage independently. Improve scalability by reducing dependency on engineering for routine support and POV-related issues. Own or lead the triage of the most complex and high-impact customer issues to ensure rapid resolution. Partner with engineering to identify root causes of issues and drive long-term, sustainable fixes. Identify recurring friction points in POVs and customer deployments, working proactively to eliminate them. Contribute to internal documentation, troubleshooting guides, and playbooks to empower cross-functional teams.

B.Sc. in Computer Science, Industrial Engineering, Software Engineering, or a related technical discipline (or equivalent practical experience). Strong software engineering background with a deep, system-level understanding of software architectures, network, and infrastructure. Proven experience diagnosing, debugging, and resolving complex technical issues within real-world, production customer environments. Demonstrated ability to quickly master new system architectures and independently debug unfamiliar, legacy, or proprietary codebases. Experience partnering closely with pre-sales, field engineering, or customer success teams to support the technical retention lifecycle. Exceptional communication and presentation skills in English, translating technical concepts for highly technical and semi-technical stakeholders. A strong 'builder' mentality, with a track record of developing scalable tools, automation scripts, and repeatable processes.

Experience working within the cybersecurity sector or at a cyber-focused technology company. A