Staff Customer Success Engineer

Palo Alto Networks; Brussel Hoofdstad; À distance; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Palo Alto Networks in Belgium is hiring a Customer Success Engineer to guide customers through cloud security deployment and optimization. You will be a trusted technical advisor working with Security Architects, Engineers, and DevOps to drive value and ROI across mid-to-large enterprises.

You will roll up your sleeves from Day 1, helping customers maximize adoption, coordinate with engineering on resolutions, and advocate for product improvements.

Qualifications

• Experience in pre- or post-sales, support, or customer success roles.
• Experience with supporting endpoint software products.
• Experience with cloud-native security products.
• Experience with scripting: Python, JSON, YAML, Bash.
• Experience with containers and Kubernetes, Docker, Linux, cloud providers (GCP/AWS/Azure).
• Ability to troubleshoot and propose workarounds in complex environments.
• Strong consulting and project management skills.
• Experience with security products, SIEM, vulnerability tools, and firewalls.
• Ability to communicate technical details to a non-technical audience.
• Willingness to provide after-hours support.

Responsabilités

• Help customers maximize ROI by implementing Palo Alto Networks solutions.
• Assist customers with custom integrations and workflows into SOC.
• Serve as first line of defense for support requests and coordinate resolutions.
• Advocate for product roadmap and improvements based on customer feedback.
• Coach customers on Cloud Security Change Management / Governance.
• Identify risks and work with account team on mitigation plans.
• Map features to business benefits to address customer needs.
• Be the Go-To expert on Palo Alto Networks cloud security solutions.
• Track CSAT, renewal, upsell, reference-ability, adoption, and engagement.

Connaissances

Customer success

Pre/post-sales

Support

Consulting

Project management

Troubleshooting

Client communication

Escalation management

Outils

Kubernetes

Docker

Linux

CI/CD

Serverless

Python

JSON

YAML

Description du poste

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!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Your Career

We are looking for a hardworking and passionate Customer Success Engineer who is customer obsessed and wants to help our customers during their cloud transformation journey. You will act as a trusted technical advisor to our customers to help ensure efficient Palo Alto Networks’ public cloud security adoption, and to accelerate business value and ROI. In this role, you will work closely with customer Security Architects, Security Engineers, InfoSec and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions.

From day one, you will roll up your sleeves and hit the ground running and bring all of your experience to the team to increase customer satisfaction, value, retention, and expansion of our footprint. Most importantly, you have a positive, “can do” attitude and a passion for delivering technical solutions in a fast-paced environment.

Your Impact

• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives
• Assist customers in implementing custom integrations and workflows to ensure Palo Alto Networks solutions are fully integrated into their security operations center
• Be the first line of defense in solving customer support requests, 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 elevate 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 Go-To customer specialist on Palo Alto Networks public cloud security solutions and become a Subject Matter expert over time
• Performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

Qualifications

Your Experience

• Relevant work experience in pre- or post-sales, support, customer success, consulting or similar roles
• Required experience with supporting endpoint software products
• Experience prefered with supporting Cloud native security products
• Experience with scripting including Python, JSON, YAML, and Bash
• Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (GCP, AWS, Azure), CI/CD, Container Registries, Serverless
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required
• Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
• Proven track record of handling customer escalations, balancing customer expectations and negotiating successful resolutions
• Existing knowledge of, and experience with public cloud platform (IaaS) features, capabilities, and best use
• Experience with security products and/or offerings
• Knowledge of SIEM, vulnerability management tools and firewalls.
• Knowledge understanding malware, exploits, operating system structure and behavior.
• Ability to communicate technical details to a non-technical audience
• Ability to multi-task and work in a fast-paced environment
• Availability to provide after-hours support on a scheduled / non-scheduled basis

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail] .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.