Senior Customer Success Engineer, Prisma Access

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

📋 Description

• Ensure that customers achieve optimal return on investment through the swift implementation and operationalization of Palo Alto Networks SASE solutions.

• Aid customers in the deployment and integration of Palo Alto Networks SASE solutions into their security operations.

• Provide first-line technical support and coordinate with engineering teams to prioritize and resolve issues promptly.

• Act as an advocate for customers to influence product development and enhancements.

• Mentor customers on establishing and managing Cloud Security Change Management, Governance, and Center of Excellence programs.

• Identify potential risks for customers and collaborate with account teams on mitigation strategies or escalations.

• Comprehend common challenges faced by customers and align product features and advantages with their requirements.

• Become the primary expert and subject matter authority on Palo Alto Networks SASE security solutions for customers.

• Collaborate closely with CISOs, Security Architects, Customer Success Managers, and DevOps teams within mid-to-large enterprises.

• Monitor performance metrics such as CSAT, renewal rates, upsell/cross-sell lead identification, referenceability, renewal likelihood, adoption, consumption, and customer engagement.

⛳️ Requirements

• Bachelor's or Master's degree in Computer Science, Electrical Engineering, Computer Engineering, or a related technical field, or equivalent military experience is required.

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

• Familiarity with SASE architecture and its value proposition.

• Extensive knowledge of networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, and traffic generators.

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

• Proficiency with 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 success in managing customer escalations, balancing customer expectations, and negotiating satisfactory resolutions.

• Strong consulting and project management capabilities.

• Ability to clearly communicate technical issues to both technical and non-technical audiences, including executives, while explaining their business implications.

• Capacity to handle multiple tasks and thrive in a fast-paced environment.

• Fluency in English and Italian is mandatory.

• No immigration sponsorship; applicants must not require work visa sponsorship for this position.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with a disability or special need.

• Equal opportunity employment.

• Confidential handling of applicant information in accordance with EEO guidelines.