Customer Success Operations Jobs in Santa Clara, CA

Santa Clara, California, United States of America
Plano, Texas, United States of America Global Customer Services Ref ID: JR-022123

Our Mission

At Palo 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

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

Customer Success Engineers (CSEs) are product experts, technical advisors, and customer advocates. At Palo Alto Networks, we take a proactive approach to ensuring customers achieve their business outcomes through tailored, end-to-end technical execution and guidance. Our team is responsible for implementing custom integrations and workflows to ensure our solutions seamlessly blend into the customer's technical environment. By bridging the gap between complex security infrastructure and strategic business goals, you will directly drive long-term platform adoption and value.

Our CSEs provide deep product-level expertise across Next-Generation Firewall (NGFW) setup, deployment, adoption, and optimization. You will guide version rollouts, deliver product advisory, and manage complex technical escalations—working closely with CISOs, CTOs, and technical teams across the world’s largest organizations. In this role, your technical leadership ensures our enterprise clients maintain a resilient, proactive security posture against evolving threats.

This position sits within our Network Security team, delivering world-class support and services across our NGFW technologies. This role is based out of a local Palo Alto Networks office in the United States.

Product Expertise:

• Independently capture customer’s business and risk requirements, translating them into technical requirements

• Extensive knowledge of NGFW and CDSS products, with deep expertise in customer use cases and configuration best practices

• Work with Product and Engineering teams to ensure customers and partners get the most out of our products

• Proficiency with capacity planning, bug scrub, hardware and software lifecycle management

• Hands-on experience with NGFW features and services, including App-ID, user-ID, content-ID etc.

• Experience in the planning and execution of the NGFW software upgrade process in mission critical environments.

• Deliver customer training and knowledge sharing workshop as needed

Product Adoption:

• Serve as a customer advocate, improving product adoption by influencing the product roadmap, utilizing new features, and identifying innovative use cases

• Ensure customers maximize their investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their security objectives

• Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans

• Lead and influence customer engagements to ensure strategic alignment and adoption

Customer Impact:

• Thorough understanding of NGFW and CDSS best practices and related tools (AIOps, BPA) to help customers maintain the highest levels of security

• Understanding of customer software qualification, change management, and testing processes

• Demonstrated ability to create and present effective QBR/EBR presentations

• Perform and document root cause analysis

• Provide mentorship and guidance to junior colleagues

• Influence key stakeholders (internal and external) with strategic insights and recommendations

Team Impact:

• Provide mentorship, guidance, and leadership to junior colleagues

• Determine methods and procedures on new assignments and may coordinate activities of other team members

Qualifications

• 8+ years relevant work experience in Network Engineering, Architecture, Security Engineering, technical consulting, or similar roles

• Advanced experience in supporting common end user software (Windows, Mac, Linux)

• Advanced experience in using tools such as Salesforce, JIRA, Gainsight, Tableau

• Extensive working experience with public cloud platforms (AWS, Azure, GCP, Oracle)

• Proven results working as a trusted technical advisor to drive value for customers, including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth

• Experience providing mentorship and guidance to junior colleagues

• Advanced in managing customer escalations with experience in technical support, account management

• Some expertise with common network troubleshooting tools (PCAP, SPAN, CLI)

• Extensive experience with configuring and deploying CDSS features

• In-depth knowledge of customer software qualification, change management, and testing processes

• Demonstrated ability to create and present effective QBR/EBR presentations

• Perform and document root cause analysis

• Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

• Ability to multi-task and work in a fast-paced environment

• Preferred: Prior security certification (PCNSA, PCNSE, CCNA, CCNP, CCIE or similar)

• Travel: Open to occasional travel according to the need for strategic customer engagement and on-sites

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus.

$142,200.00 - $229,900.00/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

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.