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Customer Success Architect(Xdr)
1 week ago
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
- Go-To customer expert on Palo Alto Networks cloud security solutions and become a Subject Matter expert over time
- Responsible for CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
- Ownership and participation in customer support through ticketing system
- Assist customers in implementing cloud solutions and fully integrate these into their security operations
- Be the first line of defense in proactively addressing customer needs for technical assistance, 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 Apps Security Management
- 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 features and associated business benefits to address their needs
**Technical Skills**:
- Relevant work experience in Endpoint Security, EDR / XDR, or similar roles required
- Hands-on experience on EDR/XDR or Next Gen AV tools like Carbon Black, Palo Alto Cortex XDR, Crowd
- Strike, or Cisco AMP (preferably any one of these or equivalent tools).
- Familiarity with cloud technologies, providers (GCP, AWS, Azure), and use cases.
- Networking experience in TCP/IP, OSI Model, troubleshooting, and analysis.
- Desire to have customer-facing experiences.
- Basic Linux system administration & troubleshooting experience.
- The ability to troubleshoot and maintain scripts in Python is a plus.
- Good written and verbal communication skills.
- Bachelor’s Degree in Computer Engineering / Electronics & Communications Engineering or equivalent.
- AWS/Azure/GCP certifications would be an added advantage.
**Job Category**:Technical
**Job Type**:Full time
**Job Location**:Remote/Noida/
**Experience**:07 to 10 years
**Position**:1
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