Remote Senior Customer Success Engineer – Security

Palo Alto Networks, Inc.; United States; Remote; USD 142,000 - 230,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a seasoned Customer Success Engineer to serve as the technical backbone for our major accounts. You will act as a trusted advisor, resolve high-stakes escalations, and mentor the team to drive technical enablement and value realization across customers.

You will partner with Engineering, Product, and Support to align on architecture, security outcomes, and platform optimization, while championing customer advocacy and best practices throughout the organization.

Qualifications

• 8+ years in customer-facing technical roles such as Customer Success Engineering, Solutions Architecture, Technical Support, or Consulting.
• Strong technical background in Security Operations (SOC), Incident Response, or Security Engineering.
• Familiar with major cloud platforms including AWS, Azure, or GCP.
• Working knowledge of Linux and Windows operating systems.
• Ability to read/write scripts (Python/JavaScript/Bash) for reviews, API integrations, and automation.
• Experience navigating high-stakes customer escalations and maintaining trust.
• Strong communication to engineers and C-level executives.

Responsibilities

• Guide customers through advanced platform optimization, workflow maturation, and value realization to scale adoption and ROI.
• Resolve critical account escalations by aligning Engineering, Product Management, and Support to deliver prompt outcomes.
• Turn complex troubleshooting patterns into repeatable playbooks, guides, and documentation.
• Advocate for customers by feeding field insights back into product strategy with Product and Engineering.
• Mentor teammates, lead enablement sessions, and promote operational excellence.

Skills

Customer-facing

Security operations

Incident response

Cloud platforms

Linux/Windows

Scripting (Python/JS/Bash)

Executive communication

Tools

Cortex XDR

Cortex XSOAR

Cortex XSIAM

Prisma Cloud

Job description

Palo Alto Networks, Inc. is seeking a seasoned Customer Success Engineer to serve as the technical backbone for our major accounts. You will act as a trusted advisor, resolve high-stakes escalations, and mentor the team to drive technical enablement and value realization across customers.

You will partner with Engineering, Product, and Support to align on architecture, security outcomes, and platform optimization, while championing customer advocacy and best practices throughout the organization.