Customer Success Engineer, Prisma Access, SaaS

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Ensure that customers are optimizing their return on investment by swiftly implementing and operationalizing Palo Alto Networks SASE solutions to meet their business and security objectives.

• Support customers in the implementation of Palo Alto Networks SASE solutions and fully integrate them into their security and networking operations.

• Act as the first point of contact in proactively addressing customer requirements for technical assistance, coordinating and prioritizing timely resolutions with engineering teams.

• Represent the customer’s interests in influencing product roadmaps and enhancements.

• Guide customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program.

• Identify potential risks that may hinder customers from achieving their defined business goals and collaborate with the account team to develop a risk mitigation strategy or escalate as necessary.

• Cultivate a thorough understanding of the common business challenges faced by customers and their typical objectives to effectively map features and associated business benefits to meet their needs.

• Become a trusted expert for customers on Palo Alto Networks SASE security solutions and develop expertise over time.

• Performance metrics will include CSAT, renewal rates, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement.

⛳️ Requirements

• BS/MS in Computer Science, Electrical Engineering, Computer Engineering, or a related technical field.

• A minimum of 5 years of relevant experience in pre-sales, post-sales, technical support, consulting, or similar positions.

• Comprehensive understanding of networking and security concepts, along with experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.

• Familiarity with SASE architecture and its value proposition.

• Previous experience with the Data Security product suite (CASB, DLP).

• Experience in enterprise-level design and troubleshooting of Routing Protocols (BGP / OSPF / EIGRP).

• Proficiency in Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.).

• Knowledge of Linux, including BASH and Python scripting.

• Demonstrated ability to manage customer escalations, balancing customer expectations, and negotiating successful resolutions.

• Strong consulting and project management capabilities.

• Ability to clearly explain technical issues to both technical and non-technical audiences, including executives, and articulate their impact on business both internally and externally.

• Capacity to manage multiple tasks and work effectively in a fast-paced environment.

• Willingness to provide after-hours deliverables on a scheduled or unscheduled basis.

🏝️ Benefits

• Accommodations for individuals with disabilities.

• Equal opportunity employer.