Customer Success Engineer (Contractor)

Position:This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners. Location: Bangalore, HybridDuration: 12 MonthsJob Title: Customer Success Engineer (Contractor)

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. We envision a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish — but we’re not here for easy. We’re here for better. We secure our 70,000 customers through industry-leading threat research and intelligence, a complete portfolio of best-in-class product innovation, plus expert services to help organizations at every step of their transformation journey. We are the world’s security leader, a company built on challenging and disrupting the way things are done, innovating ahead of threats, and redefining what it means to be “secure.” We’re looking for innovators and risk takers who are as committed to shaping the future of cybersecurity as we are. Are you up for it?

Job DescriptionDutiesEnsure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectivesAssist customers in implementing custom integrations and workflows to ensure Palo Alto Networks solutions are fully integrated into their security operations centerBe the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teamsServe as a customer advocate in influencing product roadmap and improvementsCoach customers on how to establish and manage their Cloud Security Change Management/ Governance/ Center of Excellence programIdentify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as neededDevelop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needsBe Go-To customer specialist on Palo Alto Networks public cloud security solutions and become a Subject Matter expert over timePerformance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

SkillsRelevant work experience in pre- or post-sales, support, customer success, consulting or similar rolesRequired experience with supporting endpoint software productsRequired strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)Experience with endpoint security software is a plus (Antivirus, DLP, IPS, NAC).Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)Experience with batch scripting is a plusExcellent written and verbal communication skills as this position is required to work with the clients on a daily basis; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business termsBusiness or higher level of English is preferredStrong ability to independently debug broad, complex, and unique environments with mixed applications and protocols requiredStrong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depthProven track record of handling customer escalations, balancing customer expectations, and negotiating successful resolutionsExisting knowledge of, and experience with public cloud platform (IaaS) features, capabilities, and best useExperience with security products and/or offeringsAbility to communicate technical details to a non-technical audienceAbility to multi-task and work in a fast-paced environmentAvailability to provide after-hours support on a scheduled / non-scheduled basis