Customer Success Engineer/Architect – Bridgecrew

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren?t easy goals to accomplish ? but we?re not here for easy. We?re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we?re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Job Description

Your Career

As a Customer Success Engineer, you will be part of a business-critical capability to enable our customers? secure environments. You act as their day-to-day technical contact, building relationships with them to ensure proper security integrations. This includes guidance for adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You are highly technical, understand cloud technologies, and understand the complex world of cloud eco-systems and integrations.

You love solving critical problems in challenging environments. In this role, you will work closely with CISOs, Security Architects, Customer Success Managers, and Development Operations teams within mid-to-large enterprises to implement best-in-class cloud security solutions. You will be the frontline defense against the world?s most pressing cybersecurity challenges. The result for the client? Better digital protection. The result for you? An important career that impacts our daily lives in the digital age.

Your Impact

• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives
• Assist customers in implementing custom integrations and workflows to ensure RedLock solutions are fully integrated into their security operations center.
• Be the first line of defense in proactively solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams.
• Serve as a customer advocate in influencing product roadmap and improvements.
• Coach customers on how to establish and manage their Cloud Security Change Management/Governance/Center of Excellence programs.
• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed.
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map RedLock features and associated business benefits to address their needs.

The Team

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn?t stop once they sign ? it evolves. As threats and technology change, we stay in step to accomplish our mission.

You?ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised ? in fact, you?ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Qualifications

Your Experience

• Minimum 5 years relevant work experience in pre-sales, support, customer success, technical consulting, or similar roles.
• Strong communication and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
• Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
• Existing knowledge of, and experience with public cloud platform features, capabilities, and best use.
• Experience with Cloud Containers (i.e. Kubernetes) and Serverless technology.
• Knowledge of one or more scripting languages, like Python.
• Knowledge of working in a shell environment.
• Familiarity with devops tools and processes, like git and CI / CD systems.
• Experience with security products and/or offerings.
• Excellent organizational and time management skills.
• Self-starter, self-directed and independent thinker.
• Ability to multi-task and work in a fast-paced environment.
• Availability to provide after-hours support on a scheduled / non-scheduled basis.
• Highly beneficial to have public cloud certifications (AWS, Azure, GCP, etc.) prior to joining. It is expected that you will gain public cloud certification within the first 6 months.

Additional Information

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. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversity website.

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.

Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.