Staff Customer Engineer (Koi)

Jobs Paloaltonetworks; California; Hybrid; USD 95,000 - 154,000; Full time

Job summary

Palo Alto Networks is seeking a Staff Customer Engineer who will serve as the technical bridge between engineering and customer-facing teams, enabling POVs and customer deployments.

You will translate live customer issues into actionable fixes, own the bug-resolution lifecycle, and drive safe deployment of updates.

This remote role collaborates across geographies with Domain Consultants and support teams to diagnose problems, improve reliability, and build scalable internal tools.

Qualifications

• B.Sc. in Computer Science, Industrial Engineering, Software Engineering, or related (or equivalent practical experience).
• Strong software engineering background with system-level understanding of software architectures, networks, and infrastructure.
• Proven experience diagnosing, debugging, and resolving complex technical issues in production environments.
• Ability to quickly master new system architectures and independently debug unfamiliar codebases.
• Experience partnering with pre-sales, field engineering, or customer success teams to support technical retention.
• Exceptional communication and presentation skills in English; able to convey complex concepts to technical and non-technical stakeholders.

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 complex bugs and managing deployment to customer environments.
• Develop deep expertise in the product's architecture, capabilities, internal systems, and technical roadmap.
• Enable Domain Consultants to successfully run POVs, including deployment, troubleshooting, and demonstrating value to customers.
• Support internal teams in diagnosing and resolving complex customer issues to improve reliability.
• Build internal tools and systems allowing support teams to perform initial triage independently.
• Improve scalability by reducing dependency on engineering for routine support and POV-related issues.
• Own or lead the triage of the most complex and high-impact customer issues to ensure rapid resolution.
• Partner with engineering to identify root causes of issues and drive long-term, sustainable fixes.
• Identify recurring friction points in POVs and customer deployments, working proactively to eliminate them.
• Contribute to internal documentation, troubleshooting guides, and playbooks to empower cross-functional teams.

Skills

Software engineering

Systems architecture

Problem diagnosis

Communication in English

Automation/scripting

Cross-functional collaboration

Education

B.Sc. in Computer Science/Engineering

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

The Staff Customer Engineer serves as the technical bridge between engineering and customer-facing teams, enabling Domain Consultants and support teams to successfully run POVs, deploy solutions, and support customers. You will translate live customer issues into actionable engineering fixes, taking full ownership of the bug-resolution lifecycle and the safe deployment of updates directly to customers.

Key Responsibilities

• Act as a technical bridge between engineering and customer-facing teams to ensure seamless communication.
• Own the end-to-end resolution of technical issues, diagnosing complex bugs and managing deployment to customer environments.
• Develop deep expertise in the product's architecture, capabilities, internal systems, and technical roadmap.
• Enable Domain Consultants to successfully run POVs, including deployment, troubleshooting, and demonstrating value to customers.
• Support internal teams in diagnosing and resolving complex customer issues to improve overall reliability.
• Build internal tools and systems allowing support teams to perform initial triage independently.
• Improve scalability by reducing dependency on engineering for routine support and POV-related issues.
• Own or lead the triage of the most complex and high-impact customer issues to ensure rapid resolution.
• Partner with engineering to identify root causes of issues and drive long-term, sustainable fixes.
• Identify recurring friction points in POVs and customer deployments, working proactively to eliminate them.
• Contribute to internal documentation, troubleshooting guides, and playbooks to empower cross-functional teams.

Required Qualifications

• B.Sc. in Computer Science, Industrial Engineering, Software Engineering, or a related technical discipline (or equivalent practical experience).
• Strong software engineering background with a deep, system-level understanding of software architectures, network, and infrastructure.
• Proven experience diagnosing, debugging, and resolving complex technical issues within real-world, production customer environments.
• Demonstrated ability to quickly master new system architectures and independently debug unfamiliar, legacy, or proprietary codebases.
• Experience partnering closely with pre-sales, field engineering, or customer success teams to support the technical retention lifecycle.
• Exceptional communication and presentation skills in English, translating technical concepts for highly technical and semi-technical stakeholders.
• A strong 'builder' mentality, with a track record of developing scalable tools, automation scripts, and repeatable processes.

Preferred Qualifications

• Experience working within the cybersecurity sector or at a cyber-focused technology company.
• A foundational background in software engineering, with a practical understanding of software architectures, network, and infrastructure.

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-commissioned 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.

$95,200.00 - $154,000.00/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?: Yes