Customer Success Engineer (Contractor)

Palo Alto Networks; Bengaluru; On-site; INR 1,004,000 - 1,674,000; Full time

Job summary

Palo Alto Networks is seeking a Contractor for Customer Success Engineering in Bengaluru. The role focuses on maximizing customer ROI by rapidly implementing solutions, integrating them into security operations, and coordinating with engineering for timely resolutions.

As a trusted advisor, you will influence product roadmaps, coach on cloud governance programs, and manage risks while driving CSAT, renewals, and adoption across a diverse customer base.

Qualifications

• Experience in pre- or post-sales, support, customer success, consulting or similar roles.
• Experience with supporting endpoint software products.
• Strong experience with Windows OS-based applications (Installation, troubleshooting, Debugging).
• Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS).
• Experience with endpoint security software is a plus (Antivirus, DLP, IPS, NAC).
• Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE).
• Excellent written and verbal communication skills; able to explain technical issues to both technical and non-technical audiences.

Responsibilities

• 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 integrated into their security operations center.
• Be the first line of defense in solving customer support requests and coordinate timely resolutions with engineering teams.
• Serve as a customer advocate influencing product roadmap and improvements.
• Coach customers on establishing Cloud Security Change Management, Governance, and Center of Excellence programs.
• Identify risks to business goals and work with the account team to build mitigation plans or escalate as needed.
• Map features to business needs and articulate benefits to address customer requirements.
• Be the go-to customer specialist on Palo Alto Networks public cloud security solutions and grow SME knowledge.
• Track CSAT, renewal rate, upsell/cross-sell opportunities, adoption, consumption, and engagement.

Skills

Customer Success

Windows OS

Exchange

SCCM

GPO

Active Directory

MSSQL

IIS

Endpoint security

Security basics

Batch scripting

Communication

English

Cloud basics

Pre/Post sales

Project management

Job description

This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.

• Duration: 12 Months
• Job Title: Customer Success Engineer (Contractor)

Our Mission

At Palo Alto Networks everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We envision a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. We secure our 70,000 customers through industry-leading threat research and intelligence, a complete portfolio of best-in-class product innovation, plus expert services to help organizations at every step of their transformation journey. We are the world's security leader, a company built on challenging and disrupting the way things are done, innovating ahead of threats, and redefining what it means to be "secure." We're looking for innovators and risk takers who are as committed to shaping the future of cybersecurity as we are. Are you up for it?

Job Description

Duties

• 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 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 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

Skills

• Relevant work experience in pre- or post-sales, support, customer success, consulting or similar roles
• Required experience with supporting endpoint software products
• Required strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)
• Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)
• Experience with endpoint security software is a plus (Antivirus, DLP, IPS, NAC).
• Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)
• Experience with batch scripting is a plus
• Excellent written and verbal communication skills as this position is required to work with the clients on a daily basis; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Business or higher level of English is preferred
• Strong ability to independently debug 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
• 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