Customer Success Engineer

Job Description (External):

The Team & Role

Customer Success Engineers are product experts, technical advisors, and customer advocate , we take a proactive approach to ensure customers achieve their required outcomes with a product or a service through tailored end-to-end technical execution & guidance. Our team is responsible for driving adoption of advanced security features and solutions in the customer environment so they can be assured that their most valuable digital assets are protected against cyber attacks.

Our Engineers provide deep product-level expertise in deployment, adoption and optimization, communicating new versions/features, offering advisories and helping to resolve escalations. You will work closely with CISOs, CTOs, and Security, Cloud, Network and other technical teams throughout the world’s largest and most well-known organizations.

This position works with our Network Security team delivering support and services across our Next Generation Firewall (NGFW) and Cloud-Delivered Security Services (CDSS) technologies. This position is available in the United States to work remotely or in a local client office.

Your Impact

Product Expertise:

As the technical SME, you will work with Product, Engineering and Account teams to ensure our customers and partners get the most out of our products

Provide product-level technical expertise in feature adoption, product deployment, software upgrades, configuration optimization, new versions/features, product advisories and hardware and software lifecycle

Product Adoption:

Serve as a customer advocate driving product adoption through PANOS upgrade planning, best practice assessments and security posture improvement

Identify innovative use cases to influence product roadmap and features

Evaluate risk, complexity and benefits of feature implementation for Enterprise customers

Customer Impact:

Gain an understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and support

Ensure customers are maximizing their investment by rapidly implementing and operationalizing client solutions to achieve their security objectives

Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans

Your Experience

5+ years relevant work experience in Network or System Engineering, Architecture, CyberSecurity Engineering, technical support or consulting, professional services, or similar roles

Customer success or client facing services/sales experience preferred

Background in Internet and Security technologies such as Zero Trust, Threat Prevention, URL filtering, VPN and other related subjects

Understanding of network infrastructure and security, i.e.,NGFW, OSPF/BGP, SSL, IPSec VPNs, load balancing, etc

Working knowledge of highlighting and delivering adoption and best practices recommendations for NGFW and AIOps

Delivered proactive security advisory notifications like CVEs, Security notifications, product vulnerability, content and threat updates, etc

Proven results working as a trusted technical advisor to drive value for customers, including the ability to interact with Security Teams, identify key customer stakeholders, engage and build relationships at various levels of technical and non-technical depth

Knowledge in creating and delivering security operations playbook and methodologies

Experience in utilizing customer success tools like Gainsight or Tableau to update and track customer adoption journey

Experience in managing multiple customers and projects in a dynamic environment with constant change to address emerging security risks and challenges

Demonstrated ability to prioritize work within a demanding environment, delivering consistent results even under pressure

Able to thrive in team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

Strong and effective verbal, written and interpersonal communication skills

Networking & Security certifications like PCNSE, PCNSA, CISSP desired

Travel: Open to occasional travel according to the need for strategic customer engagement and on-sites