Company Description Our Mission

　　At Palo Alto Networks® everything starts and ends with our mission:

　　Being the cybersecurity partner of choice, protecting our digital way of life.

　　Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

　　Our Approach to Work

　　We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

　　At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

　　Job Description 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 objectivesAssist customers in implementing custom integrations and workflows to ensure Palo Alto Networks solutions are fully integrated into their security operations centerBe the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teamsServe as a customer advocate in influencing product roadmap and improvementsCoach customers on how to establish and manage their Cloud Security Change Management/ Governance/ Center of Excellence programIdentify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as neededDevelop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needsBe Go-To customer specialist on Palo Alto Networks public cloud security solutions and become a Subject Matter expert over timePerformance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement Candidates can sit anywhere in the West, Central and Eastern Timezone.

　　The ideal candidate will be in Santa Clara HQ or Plano Office. 

　　Qualifications Your Experience

　　Relevant work experience in pre- or post-sales, support, customer success, consulting or similar rolesRequired experience with supporting endpoint software productsRequired strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)Experience with endpoint security software is a plus (Antivirus, DLP, IPS, NAC)Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)Experience with batch scripting is a plusStrong ability to independently debug broad, complex, and unique environments with mixed applications and protocols requiredStrong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depthProven track record of handling customer escalations, balancing customer expectations, and negotiating successful resolutionsExisting knowledge of, and experience with public cloud platform (IaaS) features, capabilities, and best useExperience with security products and/or offeringsAbility to communicate technical details to a non-technical audienceAbility to multi-task and work in a fast-paced environmentAvailability to provide after-hours support on a scheduled / non-scheduled basis Additional Information The Team

　　Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it just evolves. Our technical team provides behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry. 

　　We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

　　Our Commitment

　　We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

　　We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].

　　Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

　　All your information will be kept confidential according to EEO guidelines.

　　The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $112,600/yr to $182,250/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.