Sr. Customer Success Engineer, Prisma Access

Our MissionAt Palo Alto Networks®, we're united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting‐edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We AreIn order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job SummaryYour CareerAs a Customer Success Engineer within the SASE team, 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 someone who is highly technical, understands SASE technologies, and understands 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 defense against the world's most pressing cybersecurity challenges. The end result for the client? Better digital protection. The end result for you? An important career that impacts our daily lives in the digital age.

Your ImpactEnsure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks SASE solutions to achieve their business and security objectivesAssist customers in implementing Palo Alto Networks SASE solutions and fully integrate these into their security operationsBe the first line of defense in proactively addressing customer needs for technical assistance, and coordinating and prioritizing timely resolutions with engineering teamsServe as a customer advocate in influencing product roadmap and improvementsCoach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence programIdentify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or elevate as neededDevelop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needsBe a Go‐To customer expert on Palo Alto Networks SASE security solutions and become a Subject Matter expert over timePerformance metrics include CSAT, Renewal rate, Upsell / Cross‐sell lead identification, Reference‐ability, Renewal likelihood, Adoption, Consumption, Customer EngagementQualificationsYour ExperienceBS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field or equivalent military experience requiredMinimum 5 years of relevant work experience in post‐sales, pre‐sales, technical support, consulting or similar rolesUnderstanding SASE architecture and value propositionIn‐depth understanding of Networking concepts and experience with multi‐vendor networking devices such as routers, switches, firewalls, traffic generators, etc. Enterprise‐level designing/troubleshooting experience in Routing Protocols (BGP / OSPF / EIGRP)Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.)Knowledge of Linux (including BASH and Python scripting)Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutionsStrong consulting and project management skillsAbility to clearly articulate technical issues to both technical and non‐technical audiences, executives and explain their impact on business both internal and external to the organizationAbility to multi‐task and work in a fast‐paced environmentEnglish and Italian Fl