Senior Customer Engineer - Cybersecurity Solutions (Remote)

Palo Alto Networks; United States; Remote; USD 95,000 - 154,000; Full time

Job summary

Palo Alto Networks is seeking a Staff Customer Engineer to bridge engineering and customer-facing teams, owning POVs, deployments, and bug fixes. You will translate live issues into actionable engineering work, ensuring safe updates reach customers and maintaining strong customer relationships.

Required: strong software background, excellent English communication, and experience with complex production environments.

Qualifications

• Bachelor-level technical degree or equivalent practical experience.
• Strong software engineering background with system-level understanding of software architectures, networks, and infrastructure.
• Experience diagnosing and resolving complex issues in production customer environments.
• Ability to quickly master new architectures and debug unfamiliar codebases.
• Experience partnering with pre-sales, field engineering, or customer success teams.

Responsibilities

• Act as a technical bridge between engineering and customer-facing teams to ensure seamless communication.
• Own end-to-end resolution of technical issues, diagnosing bugs and managing deployment to customer environments.
• Develop deep product and architecture expertise to support POVs and customer demonstrations.
• Enable Domain Consultants to run POVs, deploy solutions, troubleshoot, and demonstrate value.
• Support internal teams in diagnosing complex customer issues to improve reliability.
• Build internal tools and processes to empower support teams to triage independently.
• Reduce dependency on engineering for routine support and POV issues.
• Lead triage of high-impact customer issues and drive long-term fixes.
• Collaborate with engineering to identify root causes and drive sustainable improvements.
• Identify recurring friction points in POVs and deployments and address them.
• Contribute to internal docs, guides, and playbooks for cross-functional teams.

Skills

English communication

Customer-facing engineering

System-level understanding

Automation scripting

Cross-team collaboration

Education

B.Sc. in CS/Software/related field

Tools

Debugging tools

Job description

Palo Alto Networks is seeking a Staff Customer Engineer to bridge engineering and customer-facing teams, owning POVs, deployments, and bug fixes. You will translate live issues into actionable engineering work, ensuring safe updates reach customers and maintaining strong customer relationships.

Required: strong software background, excellent English communication, and experience with complex production environments.