Customer Success Engineer

Role - Customer Success Engineer

Location - Remote

Shift - 2 PM onwards (May vary)

Job Description

Core Responsibilities

1. Technical Execution

● Actively execute technical tasks, configure features, and perform independent work on the customer's behalf to accelerate their time-to-value.

● Lead targeted Deployment Sprints for accounts to complete configurations before shifting focus to advanced feature adoption.

● Ensure continuity post-Professional Services (PS) by taking over as-built documentation and providing ongoing prescriptive guidance.

● Lead deep-dive technical working sessions and workshops tailored to customer priorities and architecture.

2. Operations & Scalability (The S&O Pillar)

● System Architecture: Design and optimize the Customer Success Stack (CRM, Gainsight, SQL-based dashboards) to automate low-touch tasks and flag churn signals.

● Workflow Engineering: Build standardized playbooks for onboarding, migration, and expansion to ensure a world-class customer experience.

● Performance Monitoring: Define and track KPIs such as Net Retention Rate (NRR), Time-to-Value (TTV), and Product Adoption Scores.

● Account Transition: Prioritize assigned accounts, gather data from Salesforce and Gainsight, and conduct formal kickoffs to introduce yourself as the new technical lead. 3. Strategic Technical Advisory & Cross-Functional Collaboration

● Act as a strategic advisor, translating complex product capabilities into business value and influencing C-suite executives.

● Partner closely with Account Teams to lead the technical narrative during Quarterly Business Reviews (QBRs), driving strategic outcomes and ensuring healthy adoption across the entire SASE product suite.

● Collaborate seamlessly with Engineering, Technical Assistance Center (TAC), and Product teams (utilizing tools like JIRA) to navigate complex product issues, serving as the customer's trusted technical advisor to effectively relay engineering outcomes and resolutions.

● Uncover and drive expansion opportunities by proactively educating customers on new features, product releases, and customer/business innovative use cases.

4. Risk Management & Escalation

● Operate without administrative layers to maximize time spent on technical optimization.

● Authorize and trigger the Risk Mitigation Team (Account Health Management Pool) by submitting engagement requests for accounts regressing to Red or Yellow health statuses.

Key Deliverables & Technical Scope

Your technical deliverables will be executed across four main categories tailored to Palo Alto Networks SASE products:

● Technical Alignment: Conduct environmental maturity assessments, technical gap analyses, and periodic executive reviews.

● Configuration Assistance: Analyze current setups, implement best practice recommendations, and onboard new use cases like cloud accounts or runtime integrations.

● Operational Assistance: Deliver health checks (e.g., attack surface hygiene mapping) and review automation workflows.

● Security Optimization: Assess and tune security policies, review vulnerabilities, and provide remediation as per the guidance from products and engineering teams.

Qualifications & Skills Experience & Mindset

● 5+ years of industry experience in Customer Success Engineering, Technical Account Management, or similar roles supporting enterprise networks.

● 5+ years of hands-on experience designing, deploying, and managing large enterprise networks in real-time.

● The Hybrid Mindset: Possess the analytical brain of an Operations Lead paired with the code-first problem-solving skills of an Engineer.

● AI & Automation Adopter: Forward-thinking professional with a proven ability to embrace artificial intelligence and create automation to eliminate repeatable tasks, streamline workflows, and drive new efficiencies in internal processes.

● A proven track record of driving customer adoption, retention, and expansion. Technical Proficiency

● SASE Ecosystem Expertise: Advanced knowledge of the complete SASE ecosystem, including SD-WAN, ZTNA, SWG, FWaaS, CASB, Data Loss Prevention (DLP), and sophisticated routing protocols (BGP).

● Proven understanding of the Security Life Cycle / Attack Life Cycle and relevant security concepts, along with experience using security products to prevent network attacks and data breaches.

● Strong experience with SQL and data visualization tools like Tableau, Looker, or Snowflake.

● Familiarity with CRM/CS platforms (Salesforce, Gainsight).

● Advanced understanding of TCP/IP, SSL/IPSec VPNs, PKI, and troubleshooting tools like tcpdump and Wireshark.

● Detailed understanding of NOC/SOC operational requirements, the Security/Attack Life Cycle, and Sandboxing technologies.

● Certifications: SSE, PCNSE, CCNP, CCSP, and CISSP certifications are highly preferred.