Customer Success Engineer - Prisma Access

• Your Experience CSE (Exp in client handling, escalation handling)
• BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field
• Minimum 5 years relevant work experience in pre-sales, post-sales, technical support,
• consulting or similar roles
• In-depth understanding of Networking and Network Security 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 resolutions
• Experience in Prisma Access
• Experience in building a BGP-based environment
• Strong consulting and project management skills
• Ability 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 organization
• Ability to multi-task and work in a fast-paced environment
• Availability to provide after-hours deliverables on a scheduled / non-scheduled basis

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 Palo Alto Networks 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 Security Change
• Management / Governance / Center of Excellence program

• 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
• Be a Go-To customer expert on Palo Alto Networks cloud security solutions and become
• a Subject Matter expert over time
• Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification,
• Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement.
• Mandatory Skills
• Experience in Prisma Access, Networking and Network Security 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.)