Staff Customer Success Engineer – Cortex

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

📋 Description

• Guide clients through advanced platform optimization, workflow enhancement, and ongoing value realization to increase adoption and optimize ROI.

• Address critical account escalations by coordinating with Engineering, Product Management, and Support stakeholders.

• Develop repeatable playbooks, reference materials, and best-practice documentation based on complex troubleshooting patterns and product intricacies.

• Advocate for customers within the organization and provide field insights to inform product strategy.

• Mentor team members and conduct technical enablement sessions.

• Act as the product Subject Matter Expert (SME) for strategic accounts, advising on technical requirements, architecture, integrations, and long-term security outcomes.

• Collaborate with Product, Core Engineering, and Support teams to prioritize urgent customer needs and eliminate obstacles.

• Oversee escalations, manage customer expectations, and communicate progress to leadership.

• Facilitate knowledge-sharing sessions, evaluate technical designs, and mentor engineering staff.

• Coach key accounts on operational best practices, change management, and architectural alignment.

⛳️ Requirements

• Over 8 years of experience in customer-facing technical positions, such as Customer Success Engineering, Solutions Architecture, Technical Support, or Consulting.

• Strong technical foundation in Security Operations (SOC), Incident Response, or Security Engineering.

• Comprehensive understanding of fundamental security concepts and workflows across SIEM, Endpoint Detection (EDR/XDR), Security Automation (SOAR), and Attack Surface Management.

• Practical experience with AWS, Azure, or GCP.

• Proficient in Linux and Windows operating systems, system administration, and troubleshooting.

• Ability to read, write, or assess scripts in languages such as Python, JavaScript, or Bash.

• Proven history of managing high-stakes customer escalations, negotiating solutions, and maintaining trust under pressure.

• Outstanding communication skills, capable of clearly explaining complex technical issues to engineering teams and C-level executives.

• Direct hands-on experience in deploying, managing, or supporting Cortex XDR, Cortex XSOAR, Cortex XSIAM, Cortex Cloud, Prisma Cloud, or similar enterprise security technologies.

• Familiarity with cloud-native architectures, Kubernetes, and contemporary DevOps/CI-CD workflows.

• Relevant industry certifications such as CISSP, CISM, CCSP, PCNSC, PCSAE, or equivalent vendor certifications.

🏝️ Benefits

• Restricted stock units may be included.

• A bonus may be provided.

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