Senior Customer Success Engineer - MIM

Palo Alto Networks, Inc.; Burbank (CA); Remote; USD 113,000 - 183,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Senior Customer Success Engineer specializing in Certificate Lifecycle Management and PKI. You will drive deployment, automation, and stabilization of enterprise CLM/PKI solutions across distributed environments.

You will partner with CISOs, CTOs, security, PKI, cloud, and network teams from large organizations to ensure adoption and optimization of our solutions. A strategic advisor role with high-impact, high-visibility engagements awaits.

Qualifications

• BS in CS or related field (or equivalent experience).
• 5+ years in cloud infrastructure and large-scale network security.
• 3+ years in a customer-facing or advisory role.
• Proven track record in driving product adoption and complex feature deployments.
• Ability to translate technical requirements into actionable plans.
• Strong relationships with executive stakeholders including C-suite.

Responsibilities

• Provide advanced product-level expertise for complex deployments and challenges.
• Guide customers through CLM and PKI integrations and customizations.
• Proactively communicate new features and best practices to maximize platform value.
• Lead trainings and workshops tailored to customer needs.
• Translate deployment gaps into strategic action plans for improvement.
• Help customers achieve operational excellence by adopting new features.
• Act as strategic advisor to stakeholders at various levels, including executives.
• Manage high-touch customer engagements with account teams.
• Lead customer escalations to ensure timely resolutions.

Skills

Cloud infrastructure

Large-scale network design

Customer-facing role

Product adoption

Executive stakeholder engagement

PKI knowledge

Security best practices

Directory technologies (LDAP/AD)

Education

B.S. in Computer Science or related field

Tools

ADCS

AWS KMS

Azure Key Vault

Terraform

Ansible

Job description

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting‑edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Summary

We are seeking a proactive and customer focused individual to join our team as a Senior Customer Success Engineer (CSE) specializing in Certificate Lifecycle Management and PKI. In this role, you will ensure the successful deployment, automated lifecycle management, and ongoing stabilization of our enterprise CLM and PKI solutions. Your primary objective will be to provide subject matter expertise to empower clients to maximize the value of the platform that will help to manage the entire certificate lifecycle across distributed hybrid environments.

As a Senior Customer Success Engineer, you will play a strategic role in driving customer success by providing advanced technical expertise and leadership. You will work closely with CISOs, CTOs, security, PKI, cloud, network, and other technical teams from the world’s largest and most well‑known organizations, particularly focusing on ensuring successful deployment, adoption, and optimization of our solutions.

Your Impact

• Provide advanced product‑level expertise, leading complex deployments and resolving intricate technical challenges.
• Serve as the go‑to expert for the CLM and PKI products, guiding customers through sophisticated integrations and customizations.
• Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions.
• Lead efforts to drive product adoption, conducting in‑depth training sessions, and workshops tailored to customer needs.
• Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement.
• Ensure customers achieve operational excellence by fully adopting and optimizing new features.
• Act as a strategic advisor, influencing key stakeholders at various levels, including C‑suite executives.
• Manage complex customer engagements, collaborating with account teams to develop and execute high‑touch delivery strategies.
• Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution.

Qualifications

Required Qualifications:

• Bachelor of Science in Computer Science or related Technical Field (or equivalent experience).
• 5+ years of hands‑on experience in cloud infrastructure and large‑scale network design, operations, and security.
• 3+ years of experience in a customer‑facing or advisory role (such as Customer Success, Consulting, or Support Engineering).
• Proven track record in driving product adoption, leading complex feature implementations, and delivering advanced training programs.
• Ability to translate technical requirements into actionable plans, guiding customers through advanced use cases.
• Demonstrated ability to build and maintain strong relationships with key stakeholders, including executive‑level contacts.
• High‑level consultative skills, capable of influencing decisions and driving customer success strategies.
• Public Key Infrastructure (PKI) encompassed technology, standards, and implementations.
• Securing Internet applications, e.g., cryptography, standards, techniques.
• Directory technologies and standards, e.g., LDAP, Active Directory.

Preferred Qualifications:

• Experience managing or integrating with Microsoft Active Directory Certificate Services (ADCS).
• Familiarity with Public Certificate Authorities (e.g., DigiCert, Sectigo, Let’s Encrypt, Entrust).
• Hands‑on experience with HSMs or cloud‑based key management services (e.g., AWS KMS, Azure Key Vault).
• Experience with automation and configuration management tools like Ansible or Terraform, for deploying and managing security infrastructure.
• Familiarity with the ACME protocol or other automated certificate issuance standards.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non‑sales roles) or base salary + commission target (for sales/com‑missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$112,900.00 - $182,600.00/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.