Palo Alto Networks
Staff Customer Success Engineer SASE - UK
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Mission
At Palalo 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
To be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This mission is embodied in our values: Disruption, Collaboration, Execution, Integrity, and Inclusion.
We integrate AI into everything we do to amplify individual impact. If you’re driven by solving real-world challenges and collaborating with top talent, we invite you to join us!
This is a remote role, but our global teams and partnerships drive impact—empowering customers, delivering solutions, and fostering growth. You’ll thrive in a culture that values trust, accountability, and collective success, where your work drives meaningful change.
Job Summary
In an era of economic pressure, organizations need IT solutions that simplify complexity and drive cost efficiency. For security and networking infrastructure, this means adopting a Secure Access Service Edge (SASE) strategy. By 2025, 80% of enterprises will unified access via SASE/SSE (from Gartner), a shift from just 20% in 2021. Palo Alto Networks is recognized as a Leader in the 2023 Gartner Magic Quadrant for SSE and the 2022 Gartner Magic Quadrant for SD-WAN, underscoring our leadership in agile, best-in-class cybersecurity solutions.
As a Customer Success Engineer (CSE) within the SASE team, you’ll play a critical role in empowering customers to secure their environments. Your responsibilities include:
- Acting as the key technical contact for customers to ensure optimal security integrations.
- Guiding SASE adoption, accelerating integration with new cloud security solutions.
- Providing real-time support and strategic guidance.
- Collaborating with CISOs, security architects, CSMs, and DevOps to implement cloud security best practices.
- Bringing technical expertise in SASE technologies, cloud ecosystems, and integration challenges to protect organizations against evolving threats.
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You’ll be at the forefront of addressing cybersecurity challenges, ensuring customers achieve digital resilience. Your impact delivers greater protection—and a rewarding career aligned with critical real-world needs.
Your Impact
- Maximize customer return on investment (ROI) by rapidly deploying and operationalizing Palo Alto Networks SASE solutions, driving business and security objectives.
- Assist in full-scale integration of SASE solutions into customers’ security and networking operations.
- Serve as first-line support, proactively addressing technical needs, coordinating with engineering teams, and delivering timely resolutions.
- Advocate for customers during product roadmap discussions and product improvements.
- Mentor customers on establishing secure cloud governance models (e.g., Change Management, SecOps Centers of Excellence).
- Identify risks to achieving customer business goals and collaborate with accountability teams to develop mitigation plans or escalate needs.
- Develop deep understanding of customer pain points and map SASE features to meaningful business outcomes.
- Become the Go-To expert in Palo Alto Networks’ SASE offerings and an expert subject matter SME over time.
Performance is measured by:
- Customer Satisfaction (CSAT)
- Renewal rates
- Upsell/cross-sell leads
- Referenceability
- Renewal likelihood
- Adoption & consumption metrics
- Customer engagement
Responsibilities
Standard Responsibilities
- Act as primary technical point of contact for customers, ensuring seamless delivery of SASE solutions.
- Facilitate proactive engagement with customers to anticipate needs and provide expert guidance.
- Troubleshoot issues, offering Troubleshoot troubleshooting, and propose cross-functional support from engineering and product teams.
- Serve as customer spokesperson during internal escalations and external stakeholder meetings.
- Represent Palo Alto Networks in customer success forums and leadership discussions.
Requirements
Education
- BS/MS in Computer Science, Electrical Engineering, or a related technical field.
Experience
- Minimum 5+ years of relevant work experience in pre-sales, post-sales, technical support, consulting, or similar roles.
- In-depth technical expertise in:
- Networking, security architecture, multi-vendor environments (routers, switches, firewalls, traffic generators).
- SASE architecture patterns and their value proposition.
- Data Security solutions (CASB, Data Loss Prevention).
- Enterprise routing protocols (BGP, OSPF, EIGRP).
- Remote access VPNs (IPSec, PKI, SSL), authentication protocols (SAML, SSO, RADIUS, LDAP).
- Linux environments (BASH scripting, Python for automation or inquiries).
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Soft Skills & Competencies
- Relaistics problem-solving in high-pressure scenarios through:
- Handling customer escalations with prioritization and negotiation.
- Balancing expectations and resolution logistics.
- Strong project and stakeholder management skills.
- Ability to translate complex technical requirements for non-technical audiences and executives, illustrating business impact.
- Agility to operate in fast-paced, multi-task environments.
- Flexibility to provide after-hours support when needed outside scheduled hours.
Why Join Us
At Palo Alto Networks, we demand excellence and cultivate innovation. Our commitment:
- Innovate relentlessly: Dream big, push boundaries, pioneering an equitable future of cybersecurity protection.
- Inclusion & diversity: We invest in people of all backgrounds to foster creativity and agility.
- Partnerships that harness AI: Transforming challenges into opportunities with smart solutions.
Our Commitments
- Workplace accessibility: Palo Alto Networks is committed to providing reasonable accommodations for qualified individuals with disabilities. Contact acommodations@paloaltonetworks.com for assistance or requirements.
- Equality & Opportunity: We are an equal-opportunity employer. Prospective candidates will be evaluated based only on qualifications, free of bias. Websites like Equality Matters® compliance align with our continued focus on diversity, equity, and inclusion.
Disclaimer: All applicant information is processed confidentially under EEO guidelines.[[Disregarding sponsorship queries, this role does not offer visa sponsorship.]]]---
No immigration sponsorship is offered for this position.
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