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Customer Success Engineer, NGFW - job 1 of 4

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

Our CSEs provide product-level expertise in account setup, deployment, and adoption & optimization, communicating new versions/features, offering product support and advisory, and managing escalations. You will work closely with CISOs, CTOs, and Security, Cloud, Network and other technical teams throughout the world’s largest and most well-known organizations.

This position works with our Network Security team delivering support and services across our Next Generation Firewall (NGFW) technologies.  This position is available in the United States to work in a local Palo Alto Networks office.

Your Impact

  • Product Expertise
    • Capture customer’s business and risk requirements, translating them into technical requirements
    • Knowledge of network security products and solutions
    • Work with Product and Engineering teams to ensure customers and partners get the most out of our products
    • Exposure with capacity planning,  bug scrub, hardware and software lifecycle management
    • Exposure with NGFW features and services, including App-ID, user-ID, content-ID etc.
    • Exposure in the planning and execution NGFW software upgrade process in mission critical environment
  • Product Adoption
    • Serve as a customer advocate, improving product adoption by influencing the product roadmap, utilizing new features, and identifying innovative use cases
    • Ensure customers maximize their investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their security objectives
    • Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans
    • Facilitate customer engagements to ensure strategic alignment and adoption
  • Customer Impact
    • Understanding of NGFW and CDSS best practices and related tools (AIOps, BPA) to help customers maintain the highest levels of security
    • Understanding of customer software qualification, change management, and testing processes
    • Ability to create and present effective QBR/EBR presentations
    • Perform and document root cause analysis
    • Influence key stakeholders (internal and external) with strategic insights and recommendations

Qualifications

Your Experience

  • 5+ years relevant work experience in Network Engineering, Architecture, Security Engineering, technical consulting, or similar roles
  • Strong experience in supporting common end user software (Windows, Mac, Linux)
  • Strong experience in using tools such as Salesforce, JIRA, Gainsight or Tableau
  • Working experience with public cloud platforms such as AWS, Azure, GCP, Oracle (preferred)
  • Experience in working as a trusted technical advisor to drive value for customers, including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth
  • Skilled in managing customer escalations with experience in technical support, account management 
  • Some experience with configuring and deploying CDSS features 
  • Some knowledge of customer software qualification, change management, and testing processes
  • Ability to create and present effective QBR/EBR presentations
  • Perform and document root cause analysis
  • Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
  • Ability to multi-task and work in a fast-paced environment
  • Preferred - Prior security certification (PCNSA, PCNSE, CCNA, CCNP, CCIE or similar) 
  • Travel - Open to occasional travel according to the need for strategic customer engagement and on-sites

Additional Information

The Team

Customer Success Engineers  (CSEs) are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive method 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 implementing custom integrations & workflows to ensure the solutions are fully integrated into the customers tech environment.

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/com-missioned roles) is expected to be between $112000 - $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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

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, NGFW, Palo Alto Networks

Are you ready to take your career to the next level as a Customer Success Engineer with Palo Alto Networks in Plano, TX? In this pivotal role, you will be the go-to person for product-level expertise related to our Next Generation Firewall technologies. Imagine working directly with CISOs, CTOs, and various technical teams from some of the world's most renowned organizations, helping them successfully adopt and optimize our groundbreaking cybersecurity solutions. Your responsibilities will involve translating customers' business and risk requirements into technical specifications, collaborating closely with product and engineering teams to deliver value, and ensuring our clients get the most out of their investments. You’ll have the chance to shape the strategic direction of our products and influence the roadmap to align with customer needs. As a valued team member at Palo Alto Networks, you will also benefit from our ongoing learning culture and personalized development programs. Plus, with our casual office environment and camaraderie among colleagues, every day will feel rewarding and inclusive. If you have 5+ years of relevant experience in Network Engineering or related fields and you're driven by a passion for cybersecurity, we'd love to see what you can bring to our dynamic team. Let's provide the digital world with the security it deserves together!

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

As a Customer Success Engineer at Palo Alto Networks, you'll be responsible for delivering product-level expertise on our Next Generation Firewall technologies. This includes capturing customer business requirements, managing escalations, and providing product support to ensure strategic alignment and adoption of our cybersecurity solutions.

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What qualifications are required for the Customer Success Engineer position at Palo Alto Networks?

Candidates for the Customer Success Engineer role must have 5+ years of relevant experience in fields such as Network Engineering or Security Engineering. Familiarity with public cloud platforms and experience in technical consulting is preferred, along with skills in managing customer escalations and account management.

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How does a Customer Success Engineer contribute to customer satisfaction at Palo Alto Networks?

A Customer Success Engineer plays a crucial role in enhancing customer satisfaction by acting as a trusted technical advisor, facilitating product adoption, and ensuring customers maximize their investment in Palo Alto Networks' solutions through effective execution and support.

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What tools and platforms should a Customer Success Engineer be familiar with at Palo Alto Networks?

For the Customer Success Engineer position at Palo Alto Networks, familiarity with tools like Salesforce, JIRA, Gainsight, or Tableau is highly beneficial. Additionally, knowledge of public cloud services such as AWS, Azure, or GCP can be advantageous.

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What kind of work environment can a Customer Success Engineer expect at Palo Alto Networks?

At Palo Alto Networks, a Customer Success Engineer will enjoy a collaborative work environment that emphasizes teamwork and in-person interactions. Our office culture fosters casual conversations and problem-solving, which are vital for effective customer engagement.

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Common Interview Questions for Customer Success Engineer, NGFW
Can you describe your experience with Next Generation Firewall technologies?

In preparing to answer this question, focus on any specific experience you've had with NGFW technologies. Mention tools you've used, projects you've worked on, and your understanding of features like App-ID and user-ID, demonstrating your practical knowledge and how it aligns with the role at Palo Alto Networks.

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How do you handle customer escalations while working as a Customer Success Engineer?

Highlight your approach to managing customer escalations by discussing your problem-solving skills and ability to communicate effectively under pressure. Share specific examples of past experiences where you successfully resolved escalations and strengthened your relationships with customers.

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What strategies would you use to ensure successful product adoption by customers?

Emphasize the importance of understanding customer needs and providing tailored solutions. Discuss your plan for developing a product adoption strategy that includes regular check-ins, training sessions, and feedback collection to continually enhance the customer experience.

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What role does collaboration play in your work as a Customer Success Engineer?

Collaboration is key in this role. Make sure to express your commitment to working with other teams, such as product and engineering, to ensure customer success. Provide examples of how you’ve fostered teamwork in previous positions to enhance project outcomes.

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How would you present effective QBR/EBR presentations to customers?

Prepare for this question by outlining your approach to creating clear and impactful presentations, emphasizing storytelling, data visualizations, and engaging content. Discuss your experience with similar presentations and how they yielded positive results.

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What has been your approach to understanding customer risk requirements?

Detail a methodical process of engaging with customers to identify their unique business and risk requirements. Talk about your techniques for translating these needs into actionable technical specifications.

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Describe a time when you influenced a product roadmap based on customer feedback.

In your response, share a specific example that showcases your ability to gather customer feedback, present it to stakeholders, and advocate for changes that could enhance the user experience with the products.

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How do you manage multiple priorities and tasks in a fast-paced environment?

Discuss your time management skills and tools you use to stay organized. Share techniques such as task prioritization and how you maintain focus on delivering high-quality solutions while addressing various stakeholders' needs.

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What measures would you take to stay updated on network security trends?

Highlight your continued learning approach by mentioning resources such as industry publications, webinars, and relevant certifications. Discuss how you actively network with other professionals to gain insights into emerging trends in network security.

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Why do you want to work at Palo Alto Networks as a Customer Success Engineer?

Here, share your motivations, such as the company's mission to provide cybersecurity solutions, the collaborative work culture, and your passion for innovation in technology. Discuss how your values align with those of Palo Alto Networks.

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

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March 16, 2025

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