Customer Success Engineer

Trantor; India; On-site; INR 4,000,000 - 7,500,000; Full time

Job summary

Trantor is seeking a seasoned Customer Success Engineering leader in India to accelerate customer value and adoption of SASE solutions. You will own deployment sprints, drive deep-dive workshops, and act as a trusted technical advisor across Engineering and TAC.

Strong focus on automation, data analytics, and cross-functional collaboration is required. Key responsibilities include leading strategic advisory sessions, coordinating with Account Teams for QBRs, and ensuring successful onboarding,

Qualifications

• 5+ years in Customer Success Engineering, Technical Account Management, or similar for enterprise networks.
• 5+ years designing, deploying, and managing large enterprise networks in real-time.
• Hybrid mindset combining operations focus with engineer problem-solving.
• AI & automation adopter to streamline workflows and drive efficiencies.
• Proven track record of driving adoption, retention, and expansion.

Responsibilities

• Act as strategic advisor translating product capabilities into business value for executives.
• Lead technical sessions and workshops tailored to customer priorities and architecture.
• Collaborate with Engineering, TAC, and Product teams to relay outcomes and resolutions.
• Partner with Account Teams to drive technical narratives during QBRs and ensure adoption across SASE.
• Provide ongoing prescriptive guidance and post-PS continuity such as as-built documentation.

Skills

SASE expert

Enterprise networks

SQL & data viz

CRM platforms

Automation & AI

Tools

JIRA

Gainsight

Salesforce

Tableau

Looker

Snowflake

Job description

• Actively execute technical tasks, configure features, and perform independent work on the customer's behalf to accelerate their time-to-value.
• Lead targeted "Deployment Sprints" for accounts to complete configurations before shifting focus to advanced feature adoption.
• Ensure continuity post-Professional Services (PS) by taking over "as-built" documentation and providing ongoing prescriptive guidance.
• Lead deep-dive technical working sessions and workshops tailored to customer priorities and architecture.

2. Operations & Scalability (The "S&O" Pillar)

• System Architecture: Design and optimize the "Customer Success Stack" (CRM, Gainsight, SQL-based dashboards) to automate low-touch tasks and flag churn signals.
• Workflow Engineering: Build standardized playbooks for onboarding, migration, and expansion to ensure a world-class customer experience.
• Performance Monitoring: Define and track KPIs such as Net Retention Rate (NRR), Time-to-Value (TTV), and Product Adoption Scores.
• Account Transition: Prioritize assigned accounts, gather data from Salesforce and Gainsight, and conduct formal kickoffs to introduce yourself as the new technical lead.

3. Strategic Technical Advisory & Cross-Functional Collaboration

• Act as a strategic advisor, translating complex product capabilities into business value and influencing C-suite executives.
• Partner closely with Account Teams to lead the technical narrative during Quarterly Business Reviews (QBRs), driving strategic outcomes and ensuring healthy adoption across the entire SASE product suite.
• Collaborate seamlessly with Engineering, Technical Assistance Center (TAC), and Product teams (utilizing tools like JIRA) to navigate complex product issues, serving as the customer's trusted technical advisor to effectively relay engineering outcomes and resolutions.
• Uncover and drive expansion opportunities by proactively educating customers on new features, product releases, and customer/business innovative use cases.

4. Risk Management & Escalation

• Operate without administrative layers to maximize time spent on technical optimization.
• Authorize and trigger the "Risk Mitigation Team" (Account Health Management Pool) by submitting engagement requests for accounts regressing to "Red" or "Yellow" health statuses.

Key Deliverables & Technical Scope

Your technical deliverables will be executed across four main categories tailored to Palo Alto Networks SASE products:

• Technical Alignment: Conduct environmental maturity assessments, technical gap analyses, and periodic executive reviews.
• Configuration Assistance: Analyze current setups, implement best practice recommendations, and onboard new use cases like cloud accounts or runtime integrations.
• Operational Assistance: Deliver health checks (e.g., attack surface hygiene mapping) and review automation workflows.
• Security Optimization: Assess and tune security policies, review vulnerabilities, and provide remediation as per the guidance from products and engineering teams.

Qualifications & Skills Experience & Mindset

• 5+ years of industry experience in Customer Success Engineering, Technical Account Management, or similar roles supporting enterprise networks.
• 5+ years of hands-on experience designing, deploying, and managing large enterprise networks in real-time.
• The "Hybrid Mindset": Possess the analytical brain of an Operations Lead paired with the "code-first" problem-solving skills of an Engineer.
• AI & Automation Adopter: Forward-thinking professional with a proven ability to embrace artificial intelligence and create automation to eliminate repeatable tasks, streamline workflows, and drive new efficiencies in internal processes.
• A proven track record of driving customer adoption, retention, and expansion. Technical Proficiency

Technical Proficiency

• SASE Ecosystem Expertise: Advanced knowledge of the complete SASE ecosystem, including SD-WAN, ZTNA, SWG, FWaaS, CASB, Data Loss Prevention (DLP), and sophisticated routing protocols (BGP).
• Proven understanding of the Security Life Cycle / Attack Life Cycle and relevant security concepts, along with experience using security products to prevent network attacks and data breaches.
• Strong experience with SQL and data visualization tools like Tableau, Looker, or Snowflake.
• Familiarity with CRM/CS platforms (Salesforce, Gainsight).
• Advanced understanding of TCP/IP, SSL/IPSec VPNs, PKI, and troubleshooting tools like tcpdump and Wireshark.
• Detailed understanding of NOC/SOC operational requirements, the Security/Attack Life Cycle, and Sandboxing technologies.
• Certifications: SSE, PCNSE, CCNP, CCSP, and CISSP certifications are highly preferred.