Customer Success Engineer

Duties:As a Customer Success Engineer within the LATAM SASE team, you will be part of a business-critical capability to enable our customers' secure environments across the LATAM region. 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.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 Key success metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement With customers based across LATAM there will be a need at times to visit them for face to face meetings. These include meetings such as customer kick off meetings, business reviews (usually quarterly), etc. However, these usually depend upon the needs of the customer and so for some accounts there may be no travel required, and for others it could be once per quarter, although travelling every quarter is unusualSkills: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 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 A proactive approach to resolving customer challengesEducation:BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical fieldMinimum 5 years relevant work experience in pre-sales, post-sales, technical support, consulting or similar roles