Staff Customer Success Engineer

Our Mission 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. Who We Are 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! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Summary Customer Success Engineers (CSEs) are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive approach to ensuring customers achieve their business outcomes through tailored, end-to-end technical execution and guidance. Our team is responsible for implementing custom integrations and workflows to ensure our solutions seamlessly blend into the customer's technical environment. By bridging the gap between complex security infrastructure and strategic business goals, you will directly drive long-term platform adoption and value. Our CSEs provide deep product-level expertise across Next-Generation Firewall (NGFW) setup, deployment, adoption, and optimization. You will guide version rollouts, deliver product advisory, and manage complex technical escalations—working closely with CISOs, CTOs, and technical teams across the world’s largest organizations. In this role, your technical leadership ensures our enterprise clients maintain a resilient, proactive security posture against evolving threats. This position sits within our Network Security team, delivering world-class support and services across our NGFW technologies. This role is based out of a local Palo Alto Networks office in the United States. Product Expertise: Independently capture customer’s business and risk requirements, translating them into technical requirements Extensive knowledge of NGFW and CDSS products, with deep expertise in customer use cases and configuration best practices Work with Product and Engineering teams to ensure customers and partners get the most out of our products Proficiency with capacity planning, bug scrub, hardware and software lifecycle management Hands-on experience with NGFW features and services, including App-ID, user-ID, content-ID etc. Experience in the planning and execution of the NGFW software upgrade process in mission critical environments.   Deliver customer training and knowledge sharing workshop as needed Product Adoption: Serve as a customer advocate, improving product adoption by influencing the product roadmap, utilizing new features, and identifying innovative use cases Ensure customers maximize their investment by rapidly implementing and operationalizing Palo Alto Networks 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 Lead and influence customer engagements to ensure strategic alignment and adoption Customer Impact: Thorough understanding of NGFW and CDSS best practices and related tools (AIOps, BPA) to help customers maintain the highest levels of security Understanding of customer software qualification, change management, and testing processes Demonstrated ability to create and present effective QBR/EBR presentations Perform and document root cause analysis Provide mentorship and guidance to junior colleagues Influence key stakeholders (internal and external) with strategic insights and recommendations Team Impact: Provide mentorship, guidance, and leadership to junior colleagues Determine methods and procedures on new assignments and may coordinate activities of other team members Qualifications 8+ years relevant work experience in Network Engineering, Architecture, Security Engineering, technical consulting, or similar roles Advanced experience in supporting common end user software (Windows, Mac, Linux) Advanced experience in using tools such as Salesforce, JIRA, Gainsight, Tableau Extensive working experience with public cloud platforms (AWS, Azure, GCP, Oracle) Proven results working as a trusted technical advisor to drive value for customers, including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth Experience providing mentorship and guidance to junior colleagues Advanced in managing customer escalations with experience in technical support, account management  Some expertise with common network troubleshooting tools (PCAP, SPAN, CLI) Extensive experience with configuring and deploying CDSS features  In-depth knowledge of customer software qualification, change management, and testing processes Demonstrated ability to create and present effective QBR/EBR presentations Perform and document root cause analysis Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity Ability to multi-task and work in a fast-paced environment Preferred: Prior security certification (PCNSA, PCNSE, CCNA, CCNP, CCIE or similar) Travel