Customer Success Engineer Job at Palo Alto Networks (Berlin)

Job Description

As a Customer Success Engineer within the SASE team, you will be part of a business-critical capability to enable our customers’ secure environments. You act as their day-to-day technical contact, building relationships with them to ensure proper security integrations. This includes guidance for adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You are someone who is highly technical, understands SASE technologies, and understands the complex world of cloud eco-systems and integrations. You love solving critical problems in challenging environments. In this role, you will work closely with CISOs, Security Architects, Customer Success Managers, and Development Operations teams within mid-to-large enterprises to implement best-in-class cloud security solutions. You will be the frontline defense against the world’s most pressing cybersecurity challenges. The end result for the client? Better digital protection. The end result for you? An important career that impacts our daily lives in the digital age.

Job Responsibility

Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks SASE solutions to achieve their business and security objectives
Assist customers in implementing Palo Alto Networks SASE solutions and fully integrate these into their security and networking operations
Be the first line of defense in proactively addressing customer needs for technical assistance, 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 a Go-To customer expert on Palo Alto Networks SASE security solutions and become a Subject Matter expert over time
Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

Requirements

BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field
Minimum 5 years relevant work experience in pre-sales, post-sales, technical support, consulting or similar roles
In-depth understanding of networking and security concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
Understanding SASE architecture and value proposition
Past experience with Data Security product suite (CASB, DLP)
Enterprise-level designing/troubleshooting experience in Routing Protocols (BGP / OSPF / EIGRP)
Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.)
Knowledge of Linux (including BASH and Python scripting)
Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
Strong consulting and project management skills
Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both internal and external to the organization
Ability to multi-task and work in a fast-paced environment
Availability to provide after-hours deliverables on a scheduled / non-scheduled basis
Fluent level of German language is required

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Customer Success Engineer

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