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Customer Success Engineer, Access - job 1 of 3

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.
Our vision is a world where each day is safer and more secure than the one before. 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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career 

As a Customer Success Engineer (CSE) at Palo Alto Networks, you will play a strategic role in driving customer success by providing advanced technical expertise and leadership. You will work closely with CISOs, CTOs, security, cloud, network, and other technical teams from the world’s largest and most well-known organizations, particularly focusing on ensuring successful deployment, adoption, and optimization of our solutions.

This position works within our Secure Access Service Edge (SASE) Customer Success organization, helping customers in their cloud transformation journey. Some solutions you will work with include Prisma Access, SD-WAN, CASB, and others under the SASE portfolio.

Your Impact

  • Product Expertise
    • Provide advanced product-level expertise, leading complex deployments and resolving intricate technical challenges
    • Serve as the go-to expert for SASE products, guiding customers through sophisticated integrations and customizations
    • Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions
  • Product Adoption
    • Lead efforts to drive product adoption, conducting in-depth training sessions, and workshops tailored to customer needs
    • Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement
    • Ensure customers achieve operational excellence by fully adopting and optimizing new features
  • Customer Impact
    • Act as a strategic advisor, influencing key stakeholders at various levels, including C-suite executives
    • Manage complex customer engagements, collaborating with account teams to develop and execute high-touch delivery strategies
    • Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution

Qualifications

Your Experience

  • 5+ years of industry hands-on experience with deep expertise in network security, cloud infrastructure, and related technologies
  • Advanced knowledge of SASE, SD-WAN, NGFW, and sophisticated routing protocols such as BGP
  • Proven track record in driving product adoption, leading complex feature implementations, and delivering advanced training programs
  • Ability to translate technical requirements into actionable plans, guiding customers through advanced use cases
  • Demonstrated ability to build and maintain strong relationships with key stakeholders, including executive-level contacts
  • High-level consultative skills, capable of influencing decisions and driving customer success strategies
  • Advanced understanding of TCP/IP, SSL, IPSec, PKI, and advanced troubleshooting tools like tcpdump & Wireshark
  • Work experience should include 4+ years of hands-on designing, deploying, and managing large enterprise networks in real time
  • Detail understanding of NOC (Network Operations Center) and SoC (Security Operations Center) day-to-day operational requirements  in building and maintaining a secure network
  • Detailed working knowledge of network infrastructure and security, TCP/IP, BGP, NGFW, SSL/IPSec VPNs
  • Solid understanding of routing protocols, with hands-on experience in designing, configuring, and troubleshooting BGP-based production networks
  • Background in Internet and Security technologies such as Sandboxing, Firewalls, DLP, and VPNs
  • Proven understanding of Security Life Cycle / Attack Life cycle and other security concepts and use of security products to protect the enterprise network from attackers and data breaches
  • Proven experience with SD-WAN, CASB, or Cloud/SaaS products and PCNSE, CCNP, CCSP, and CISSP certifications is a plus
  • Strong knowledge of public cloud networking, virtualization technologies, and API/automation tools for complex deployments

Additional Information

The Team

Customer Success Engineers are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive approach to ensure customers achieve their required outcomes with a product or a service through tailored end-to-end technical execution & guidance.  Our team is responsible for managing our customers’ technical journey deploying, adopting and maturing Palo Alto Networks Secure Access Service Edge(SASE) products.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $112000/YR - $182500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  [email protected].

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.

All your information will be kept confidential according to EEO guidelines.

Average salary estimate

$147250 / YEARLY (est.)
min
max
$112000K
$182500K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Success Engineer, Access, Palo Alto Networks

Are you ready to take your career to the next level as a Customer Success Engineer at Palo Alto Networks in Santa Clara, CA? In this role, you'll be at the forefront of driving customer success, ensuring that organizations leverage the full potential of our innovative cybersecurity solutions. You'll work hand-in-hand with top executives like CISOs and CTOs from some of the biggest names globally, providing them with expert guidance and support in deploying, adopting, and optimizing our Secure Access Service Edge (SASE) solutions. Your deep understanding of network security, cloud infrastructure, and technologies such as SASE and SD-WAN will be crucial as you lead complex deployments and tackle intricate technical challenges. You'll proactively communicate best practices and new features, and conduct tailored training sessions to empower our customers. In essence, you will serve as a strategic advisor, influencing key stakeholders and managing high-impact customer engagements. If you are passionate about shaping the future of cybersecurity and thrive in a fast-paced, collaborative environment, then Palo Alto Networks is the perfect place for you. Join our mission of protecting the digital way of life and enjoy the flexibility and support that comes with being part of our dedicated team!

Frequently Asked Questions (FAQs) for Customer Success Engineer, Access Role at Palo Alto Networks
What are the key responsibilities of a Customer Success Engineer at Palo Alto Networks?

The responsibilities of a Customer Success Engineer at Palo Alto Networks involve providing advanced technical expertise during the deployment of SASE solutions, conducting training sessions, and ensuring customer satisfaction through effective product adoption. You'll actively engage with technical teams within customer organizations to resolve challenges and optimize their use of our cybersecurity platforms.

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What qualifications are needed to become a Customer Success Engineer at Palo Alto Networks?

To qualify for the Customer Success Engineer role at Palo Alto Networks, candidates should possess over 5 years of hands-on experience in network security and cloud infrastructure, along with advanced knowledge of SASE, SD-WAN, and routing protocols. Experience in technical training and a proven ability to engage with C-suite executives are also essential.

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How does a Customer Success Engineer influence customer relationships at Palo Alto Networks?

As a Customer Success Engineer at Palo Alto Networks, you'll play a crucial role in influencing customer relationships by serving as a trusted advisor. Your expertise in navigating complex technical landscapes allows you to build strong connections with stakeholders and ensure their success through tailored guidance and support.

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What technical skills should a Customer Success Engineer at Palo Alto Networks have?

A Customer Success Engineer at Palo Alto Networks should have a solid understanding of TCP/IP, SSL, IPSec, and advanced troubleshooting tools like tcpdump and Wireshark. Familiarity with public cloud networking, virtualization technologies, and relevant automation tools for SASE deployments is essential for success.

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What is the work environment like for a Customer Success Engineer at Palo Alto Networks?

The work environment for a Customer Success Engineer at Palo Alto Networks is collaborative and fast-paced. The team values in-person interactions and fosters an atmosphere of open communication, ensuring that employees are equipped to engage in casual problem-solving and relationship-building with colleagues and clients alike.

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Common Interview Questions for Customer Success Engineer, Access
What strategies do you use to ensure successful product adoption as a Customer Success Engineer?

In addressing customer needs, I prioritize understanding their specific challenges and objectives. Then, I tailor training sessions and resource sharing to align with their goals, ensuring that they can fully utilize the product's capabilities. Communication is key, and I maintain regular check-ins to track progress and gather feedback.

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Can you describe your experience with SASE solutions?

Absolutely! I have extensive experience in deploying and optimizing SASE solutions, including Prisma Access and SD-WAN. My role involved managing customer expectations during deployment, providing insightful training, and guiding clients through the various features to maximize their cybersecurity posture.

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How do you approach technical challenges faced by customers?

When faced with technical challenges, I take a structured approach: First, I gather detailed information about the issue from the customer. Then, I utilize both my knowledge and the resources available within Palo Alto Networks to diagnose and address the problem promptly. I also follow up to ensure a holistic resolution.

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Describe your experience in interacting with C-suite executives.

Throughout my career, I've frequently engaged with C-suite executives to discuss technical challenges and strategic solutions. I focus on delivering value-driven insights and aligning our solutions with their business goals, thus fostering trust and long-term relationships.

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What role does teamwork play in your success as a Customer Success Engineer?

Teamwork plays a crucial role in my success as a Customer Success Engineer. Collaborating with account teams to align strategies and share insights not only enhances the customer experience but also allows us to approach challenges from multiple perspectives for more robust solutions.

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How do you keep yourself updated on the latest cybersecurity trends?

I regularly attend industry webinars, participate in training sessions, and follow trusted cybersecurity publications and blogs. These resources help me stay informed about emerging threats and innovations, enabling me to provide the most relevant advice to my clients.

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What do you believe is essential for driving customer success?

Understanding the customer's needs thoroughly is essential for driving success. This involves active listening, anticipating challenges, and being proactive in providing solutions and resources. Building a strong relationship contributes significantly to achieving positive outcomes.

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Give an example of a complex deployment you managed successfully.

In a recent role, I managed a multi-tier deployment of SD-WAN across a global organization. This involved extensive coordination with various teams and ensuring that all stakeholders were informed and trained adequately. The deployment was completed ahead of schedule, resulting in improved network performance and security.

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How do you address gaps in a customer's deployment of SASE solutions?

Upon identifying gaps in a customer's deployment, I work collaboratively with them to analyze the underlying issues. I then develop a tailored action plan that highlights priority areas and provides recommendations to bridge those gaps, ultimately facilitating a smoother adoption of the technology.

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What would you consider your greatest achievement in a customer success role?

My greatest achievement was significantly increasing product adoption rates for a major client. By developing tailored educational programs and emphasizing the value of our solutions in achieving their business goals, I successfully improved user engagement by over 40%.

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Being the cybersecurity partner of choice, protecting our digital way of life.

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Full-time, on-site
DATE POSTED
March 16, 2025

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