Principal Customer Success Engineer

hace 2 semanas

Madrid, Madrid, España Palo Alto Networks A tiempo completo

Company Description Our Mission**At Palo Alto Networks everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before.

We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.


Our Approach to Work
We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions.

This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective.

This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together

Job Description Your Career**As a Principal Customer Success Engineer within the SASE team, you will be a thought leader and technical expert, 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 are passionate about engaging with significant and unique issues where analysis of situations or data requires an evaluation of intangibles to develop ways forward on design and deployments, providing guidance on architecture, release guidance and integration.

You are an SME, recommender, and influencer on driving customer needs internally to Product Management to influence the product roadmap.

You understand the why behind customers' experiences and how they are responding to the emerging threat landscape. This includes assuming leadership of large, complex and critical projects and providing communication to all stakeholders.


You are a team centric individual able to identify the need for specific technical training within the team and are able to develop and at times deliver training in collaboration with internal stakeholders.

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
  • Be a spokesperson at customer and industry events that can speak to PANW's SASE products and solutions in relation to customer use cases
  • Represent the team and its requirements in internal cross functional projects and initiatives
  • Identify, support and at times deliver training that is required within the team
  • Performance metrics include CSAT, Renewal rate, Upsell / Crosssell lead identific

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