Sr. Customer Success Engineer, Prisma Access
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As a Customer Success Engineer on the SASE team, you enable customers to securely deploy our cloud-based security solutions. You act as the day-to-day technical contact, guiding adoption and integrations while providing real-time support. You collaborate with CISOs, Security Architects, and cross-functional teams to implement best-in-class cloud security. You troubleshoot complex environments and advocate for product improvements. This role combines deep technical mastery with a customer-centric, impact-driven mindset.
Responsabilità- Rapidly implement and operationalize SASE solutions to meet business and security goals
- Assist customers with full integration into security operations
- Serve as frontline technical support, prioritize resolutions with engineering
- Act as customer advocate influencing product roadmap and enhancements
- Coach customers on Cloud Security Change Management / Governance / Center of Excellence
- Identify risks to business goals and coordinate risk mitigation or escalation with the account team
- Develop understanding of typical customer challenges to map features to business outcomes
- Become a subject matter expert on Palo Alto Networks SASE solutions
- Track performance metrics such as CSAT, renewal likelihood, adoption, and engagement
- Minimum 5 years in post-sales, pre-sales, technical support, or consulting
- Understanding of SASE architecture and value proposition
- Experience with multi-vendor networking devices (routers, switches, firewalls)
- Routing protocols (BGP / OSPF / EIGRP) knowledge
- Expertise with Remote Access VPN, IPSEC, PKI & SSL, TCP/IP, authentication protocols (SAML, SSO, LDAP, RADIUS)
- Knowledge of Linux (BASH and Python scripting)
- Proven track record of managing customer escalations and resolutions
- Strong consulting and project management skills
- Ability to articulate technical issues to technical and non-technical audiences
- Ability to multitask in a fast-paced environment
- Fluent English and Italian
- Strong communication and stakeholder management
- Problem-solving mindset
- Strategic thinking with business impact awareness
- SASE technologies
- Networking fundamentals and multi-vendor devices
- Routing protocols (BGP, OSPF, EIGRP)
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