Staff Customer Success Engineer

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.

Your Career  We are looking for a hardworking and passionate Customer Success Engineer who is customer obsessed and wants to help our customers during their cloud transformation journey. You will act as a trusted technical advisor to our customers to help ensure efficient Palo Alto Networks’ public cloud security adoption, and to accelerate business value and ROI. In this role, you will work closely with customer Security Architects, Security Engineers, InfoSec and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions.  From day one, you will roll up your sleeves and hit the ground running and bring all of your experience to the team to increase customer satisfaction, value, retention, and expansion of our footprint. Most importantly, you have a positive, “can do” attitude and a passion for delivering technical solutions in a fast-paced environment.  Your Impact  ● 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  Qualifications Your Experience  ● Relevant work experience in pre- or post-sales, support, customer success, consulting or similar roles ● Required experience with supporting endpoint software products  ● Experience prefered with supporting Cloud native security products  ● Experience with scripting including Python, JSON, YAML, and Bash  ● Experience with containers, orchestrators like Kubernetes, Docker,