Senior Customer Success Engineer

Palo Alto Networks; Madrid; Presencial; EUR 50.000 - 90.000; Jornada completa

Descripción de la vacante

Join a pioneering cybersecurity leader as a Customer Success Engineer, where you'll play a crucial role in enabling secure environments for clients. This innovative firm is committed to challenging the status quo and shaping the future of cybersecurity. You'll work closely with top security professionals, solving critical problems and ensuring clients achieve their security objectives. With a focus on collaboration and flexibility, this role offers you the chance to make a meaningful impact in the digital age while developing your career in a dynamic environment.

Servicios

Flexible work arrangements

Wellbeing support

Growth and development opportunities

Collaborative office environment

Formación

• 5+ years in post-sales, pre-sales, or technical support roles.
• Expertise in SASE technologies and cloud ecosystem integrations.

Responsabilidades

• Ensure customers maximize ROI with SASE solutions.
• Act as the first line of defense for technical assistance.

Conocimientos

SASE architecture

Networking concepts

Routing Protocols (BGP/OSPF/EIGRP)

Remote Access VPN solutions

Linux (BASH and Python scripting)

Customer escalation management

Project management

Technical communication

Educación

BS/MS in Computer Science

Equivalent military experience

Herramientas

Networking devices (routers, switches, firewalls)

Traffic generators

Descripción del empleo

At Palo Alto Networks everything starts and ends with our mission :

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our Approach to Work

We lead with personalization and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office with some flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate on the industry’s best cybersecurity solutions together!

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.

Your Impact

• 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 SASEsolutions 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

Your Experience

• 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

Additional Information

The Team

We are the global cybersecurity leader, known for always challenging the security status quo. Our mission is to protect our way of life in the digital age by preventing successful cyberattacks. This has given us the privilege of safely enabling tens of thousands of organizations and their customers. Our pioneering Security Operating Platform emboldens their digital transformation with continuous innovation that seizes the latest breakthroughs in security, automation, and analytics. By delivering a true platform and empowering a growing ecosystem of change-makers like us, we provide highly effective and innovative cybersecurity across clouds, networks, and mobile devices.

Our Security Operating Platform is built for automation. It is easy to operate, with capabilities that work together, so customers can prevent successful cyberattacks. They can use analytics to automate routine tasks, so they can focus on what matters. We are known for continuously delivering innovations; and with Application Framework, we extend that to an open ecosystem of developers that benefit from our customers’ existing investment in data, sensors, and enforcement points.

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.

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.