Staff Customer Success Engineer

Amsterdam, North Holland, Netherlands Global Customer Services Ref ID: JR-019356

Our Mission

At 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 Are

In 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!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

Your Career

With uncertain macroeconomic conditions putting pressure on organizations to do more with less, investing in IT solutions that reduce complexity and cost are more important than ever. For security and networking infrastructure, this means adopting a Secure Access Service Edge (SASE) strategy. According to Gartner, "By 2025, 80% of enterprises will have adopted a strategy to unify web, cloud services, and private application access using a SASE/SSE architecture, up from 20% in 2021." Gartner has recognized Palo Alto Networks as a Leader in the2023 Gartner® Magic Quadrant™ for SSE. This recognition joins our recent acknowledgment as a Leader in the 2022 Gartner Magic Quadrant for SD-WAN. We believe that, taken together, these emphasize our commitment to delivering best-in-class cybersecurity solutions that help organizations stay secure and agile in this hybrid era.

As 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 Impact

Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks SASE solutions to achieve their business and security objectives

Assist customers in implementing Palo Alto Networks SASE solutions and fully integrate these into their security and networking 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 SASE 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

Qualifications

Qualifications

Your Experience

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 security concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.

Understanding SASE architecture and value proposition

Past experience with Data Security product suite (CASB, DLP)

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

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

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.