Cloud Security Success Engineer (Remote)

Palo Alto Networks

Greater London

Remote

GBP 65,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

Remote work

Job summary

Palo Alto Networks is seeking a Customer Success Engineer to guide customers through cloud security adoption. You will act as a trusted technical advisor to mid-to-large enterprises, collaborating with Security Architects, DevOps, and InfoSec to implement best-in-class cloud security solutions.

You will hit the ground running, helping maximize ROI, drive value, and ensure customer satisfaction, retention, and expansion while maintaining a positive, can-do attitude in a fast-paced environment.

Qualifications

Relevant work experience in pre- or post-sales, support, customer success, consulting or similar roles.
Required experience with supporting endpoint software products
Experience preferred 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

Responsibilities

Be the go-to customer specialist on Palo Alto Networks public cloud security solutions and become a Subject Matter expert over time
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
Ensure customers are maximizing their ROI by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve 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
Performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement