At a Glance
- Tasks: Support customers in implementing cutting-edge SASE solutions for enhanced security.
- Company: Join a leading tech firm with a culture of trust and collaboration.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic environment with a focus on customer success and innovation.
- Why this job: Make a real impact on cybersecurity while working with top industry experts.
- Qualifications: 5+ years in technical roles with strong networking and security knowledge.
The predicted salary is between 60000 - 80000 £ per year.
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.
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 ecosystems 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
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.
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.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
Staff Customer Success Engineer SASE - UK employer: Palo Alto Networks
At Palo Alto Networks, we pride ourselves on fostering a collaborative and inclusive work culture that empowers our employees to make a significant impact in the cybersecurity landscape. As a Staff Customer Success Engineer SASE, you will enjoy the flexibility of remote work while being part of a dynamic team that values trust and accountability, offering ample opportunities for professional growth and development. Join us to not only advance your career but also contribute to creating safer digital environments for our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Staff Customer Success Engineer SASE - UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Palo Alto Networks. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Palo Alto Networks before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Staff Customer Success Engineer SASE - UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Palo Alto Networks:Your cover letter is your chance to shine! Tell us why you want to work at Palo Alto Networks specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Palo Alto Networks!
How to prepare for a job interview at Palo Alto Networks
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
