Senior Customer Success Engineer

6 days ago

London, Greater London, United Kingdom Palo Alto Networks Full time
About the Role

We are seeking a highly skilled Senior Customer Success Engineer to join our team at Palo Alto Networks. As a key member of our SASE team, you will play a critical role in ensuring the success of our customers by providing technical guidance, support, and strategy.

Your Key Responsibilities

  • 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 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.

Qualifications

  • BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field or equivalent military experience required.
  • Minimum 5 years of relevant work experience in post-sales, pre-sales, technical support, consulting or similar roles.
  • Understanding SASE architecture and value proposition.
  • In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
  • 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.

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