Senior Customer Success Engineer

• We are seeking a proactive and customer focused individual to join our team as a Customer Success Engineer (CSE) specializing in Certificate Lifecycle Management and PKI
• In this role, you will ensure the successful deployment, automated lifecycle management, and ongoing stabilization of our enterprise CLM and PKI solutions
• Your primary objective will be to provide subject matter expertise to empower clients to maximize the value of the platform that will help to manage the entire certificate lifecycle across distributed hybrid environments
• As a Customer Success Engineer, you will play a strategic role in driving customer success by providing advanced technical expertise and leadership
• You will work closely with CISOs, CTOs, security, PKI, cloud, network, and other technical teams from the world’s largest and most well-known organizations, particularly focusing on ensuring successful deployment, adoption, and optimization of our solutions
• Provide advanced product-level expertise, leading complex deployments and resolving intricate technical challenges
• Serve as the go-to expert for the CLM and PKI products, guiding customers through sophisticated integrations and customizations
• Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions
• Lead efforts to drive product adoption, conducting in-depth training sessions, and workshops tailored to customer needs
• Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement
• Ensure customers achieve operational excellence by fully adopting and optimizing new features
• Act as a strategic advisor, influencing key stakeholders at various levels, including C-suite executives
• Manage complex customer engagements, collaborating with account teams to develop and execute high-touch delivery strategies
• Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution

Benefits

• Healthcare: We value your health and provide options so you can choose what best supports your lifestyle and personal health goals. Various nationwide plans — including Blue Shield of California, Kaiser Permanente, Delta Dental, VSP, and more — are available to you and your family. Our providers offer the flexibility you want and the coverage you need
• Wellness: With a large on-site gym and daily, instructor-led exercise classes at HQ in Santa Clara, Palo Alto Networks actively supports employee fitness. Our juice bar, Gym & Juice, features fresh juice blends, a quick and nutritious option pre- or post-workout. And our ongoing wellness speaker series highlights the latest trends in health and wellness
• Development: Professional development is serious business at Palo Alto Networks, where the Talent Development team offers 25+ courses to help employees boost their careers and develop leadership capability
• Financial: Most roles are eligible for equity grants, and we now offer new hires a quarterly vesting schedule right away. We want you to be fairly compensated and rewarded as soon as you make an impact – on our team, that happens immediately! And because we consider every employee a stakeholder in our long-term success, we offer an Employee Stock Purchase Plan (ESPP) with a 24-month lookback. From life insurance to health savings accounts, we provide ways to help you protect and grow your wealth. Palo Alto Networks offers both traditional and Roth 401(k) options, along with a company match of 50% to a max annual amount of $1,000
• Time Off: In addition to paid corporate holidays, Flexible Time Off programs empower our employees to balance their work schedules with personal time off. We offer 12 weeks of full pay for medical leave and 6 weeks of full pay for parental leave. As a company with strong ties to the military and veterans, we also offer 26 weeks of full pay for military leave
• Perks: Our corporate discount program provides employees with significant discounts on merchandise, travel and entertainment. We offer many on-site perks at headquarters, including cafeterias, fuel service, dry cleaning service, EV charging stations, and a company store. We also provide complimentary drinks, fresh fruit, and snacks in break rooms across our campus to help everyone power through the day.

Life at Palo Alto Network

• Ability to translate technical requirements into actionable plans, guiding customers through advanced use cases
• Proven track record in driving product adoption, leading complex feature implementations, and delivering advanced training programs
• Demonstrated ability to build and maintain strong relationships with key stakeholders, including executive-level contacts
• 5+ years of hands-on experience in cloud infrastructure and large-scale network design, operations, and security
• Public Key Infrastructure (PKI) encompassed technology, standards, and implementations
• Securing Internet applications, e.g., cryptography, standards, techniques
• High-level consultative skills, capable of influencing decisions and driving customer success strategies
• Bachelor of Science in Computer Science or related Technical Field (or equivalent experience)
• Directory technologies and standards, e.g., LDAP, Active Directory
• 3+ years of experience in a customer-facing or advisory role (such as Customer Success, Consulting, or Support Engineering)
• Experience managing or integrating with Microsoft Active Directory Certificate Services (ADCS)
• Familiarity with Public Certificate Authorities (e.g., DigiCert, Sectigo, Let’s Encrypt, Entrust)
• Hands-on experience with HSMs or cloud-based key management services (e.g., AWS KMS, Azure Key Vault)
• Experience with automation and configuration management tools like Ansible or Terraform, for deploying and managing security infrastructure
• Familiarity with the ACME protocol or other automated certificate issuance standards