Customer Success Architect(Xdr)

5 days ago

Noida, India Infinity Labs Full time

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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