Staff Customer Success Engineer

This is a fully remote position, open to applicants in Germany, +5 more countries.

📋 Description

• Serve as a trusted technical consultant for customers throughout their cloud transformation process.

• Assist clients in effectively adopting Palo Alto Networks public cloud security solutions to enhance business value and ROI.

• Collaborate with customer Security Architects, Security Engineers, InfoSec, and DevOps teams in mid-sized to large enterprises.

• Quickly implement and operationalize Palo Alto Networks solutions to meet customer business and security goals.

• Develop custom integrations and workflows within customers’ security operations centers.

• Act as the primary point of contact for customer support inquiries and ensure prompt resolutions with engineering teams.

• Represent customer interests by influencing product development and enhancements.

• Guide customers in establishing and managing Cloud Security Change Management, Governance, and Center of Excellence initiatives.

• Identify potential risks to customer business objectives and create risk mitigation strategies or escalate when necessary.

• Align product features and business benefits with customer challenges and objectives.

• Become the primary specialist and subject matter expert for Palo Alto Networks public cloud security offerings.

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

⛳️ Requirements

• Relevant experience in pre-sales or post-sales, support, customer success, consulting, or similar capacities.

• Necessary experience in supporting endpoint software products.

• Preferred experience in supporting cloud-native security products.

• Proficient in scripting languages including Python, JSON, YAML, and Bash.

• Familiarity with containers, orchestrators like Kubernetes, Docker, Linux, cloud providers (GCP, AWS, Azure), CI/CD, container registries, and serverless technology.

• Strong aptitude for independently troubleshooting, reproducing issues, and identifying practical workarounds in diverse, complex environments with various applications and protocols.

• Robust consulting and project management capabilities, with proven outcomes as a trusted advisor driving business value for clients.

• Ability to engage with client teams at different levels of technical and non-technical understanding.

• Demonstrated success in managing customer escalations, balancing expectations, and negotiating effective resolutions.

• Existing knowledge and experience with public cloud platform (IaaS) features, functionalities, and best practices.

• Experience with security products and/or services.

• Familiarity with SIEM, vulnerability management tools, and firewalls.

• Understanding of malware, exploits, operating system architecture, and behavior.

• Capability to convey technical information to a non-technical audience.

• Ability to manage multiple tasks and thrive in a fast-paced environment.

• Willingness to provide after-hours support on both scheduled and unscheduled bases.

• Proficiency in German.

• Candidates must not require immigration sponsorship for this role.

🏝️ Benefits

• Remote work flexibility.

• Commitment to equal opportunity employment.

• Reasonable accommodations available for qualified individuals with disabilities.

• Immigration sponsorship is not provided.