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Palo Alto Networks Italia Logo Palo Alto Networks Italia · IT - Software Development

Senior Customer Success Engineer

Germany, Berlin · Job Posted June 15, 2026
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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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