Senior Customer Success Engineer - NGFW & Security

Palo Alto Networks; Santa Clara (CA); On-site; USD 142,000 - 230,000; Full time

Job summary

Palo Alto Networks in Santa Clara, CA is seeking a seasoned Customer Success Engineer to drive end-to-end technical success for enterprise customers. You will implement custom integrations, guide NGFW deployments, and collaborate with CISOs and technical teams to ensure platform adoption and value realization.

The role sits in the Network Security team, offering leadership to junior colleagues, handling escalations, and shaping adoption strategies while traveling as needed to engage strategic

Qualifications

• 8+ years relevant work experience in Network Engineering, Architecture, Security Engineering, technical consulting, or similar roles
• Advanced experience in supporting common end user software (Windows, Mac, Linux)
• Advanced experience in using tools such as Salesforce, JIRA, Gainsight, Tableau
• Extensive working experience with public cloud platforms (AWS, Azure, GCP, Oracle)
• Proven results working as a trusted technical advisor to drive value for customers, including the ability to interact with C‑suite through client teams at various levels of technical and non‑technical depth
• Experience providing mentorship and guidance to junior colleagues
• Advanced in managing customer escalations with experience in technical support, account management
• Some expertise with common network troubleshooting tools (PCAP, SPAN, CLI)
• Extensive experience with configuring and deploying CDSS features
• In‑depth knowledge of customer software qualification, change management, and testing processes
• Demonstrated ability to create and present effective QBR/EBR presentations
• Perform and document root cause analysis
• Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
• Ability to multi‑task and work in a fast‑paced environment
• Travel: Open to occasional travel according to the need for strategic customer engagement and on‑sites

Responsibilities

• Product Expertise: Independently capture customer’s business and risk requirements, translating them into technical requirements
• Product Expertise: Extensive knowledge of NGFW and CDSS products, with deep expertise in customer use cases and configuration best practices
• Product Expertise: Work with Product and Engineering teams to ensure customers and partners get the most out of our products
• Product Expertise: Proficiency with capacity planning, bug scrub, hardware and software lifecycle management
• Product Expertise: Hands‑on experience with NGFW features and services, including App‑ID, user‑ID, content‑ID etc.
• Product Adoption: Lead and influence customer engagements to ensure strategic alignment and adoption
• Product Adoption: Partner with account teams to deliver high‑visibility, high‑touch delivery strategy, technical account plan deployments, and product‑level success plans
• Customer Impact: Deliver customer training and knowledge sharing workshop as needed
• Team Impact: Provide mentorship, guidance, and leadership to junior colleagues
• Team Impact: Determine methods and procedures on new assignments and may coordinate activities of other team members

Skills

Technical leadership

Multi-tasking

Mentorship

Tools

Salesforce

JIRA

Gainsight

Tableau

PCAP

SPAN

CLI

AWS

Azure

GCP

Oracle

Job description

Palo Alto Networks in Santa Clara, CA is seeking a seasoned Customer Success Engineer to drive end-to-end technical success for enterprise customers. You will implement custom integrations, guide NGFW deployments, and collaborate with CISOs and technical teams to ensure platform adoption and value realization.

The role sits in the Network Security team, offering leadership to junior colleagues, handling escalations, and shaping adoption strategies while traveling as needed to engage strategic