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Customer Success Engineer
2 months ago
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, understands 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 defence 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.
Job Description
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 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.
Be GoTo customer expert on Redlock solutions and become a Subject Matter expert over time.
Qualifications
Your Experience
BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field.
Minimum years relevant work experience in pre-sales, support, customer success, consulting or similar roles.
Strong consulting 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 (IaaS) features, capabilities, and best use.
Experience with Cloud Containers ( Kubernetes) and Serverless technology.
Experience with security products and/or offerings.
Ability to communicate technical details to a non-technical audience.
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.
Flexibility for travel (%).
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 months
