Customer Success Engineer

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

As part of the Cortex organization, Xpanse protects the world’s most important organizations by discovering risks on the Internet no one else can find. Xpanse helps the world’s largest enterprises discover their attack surface and mitigate cyber risks. Our transformative technology is redefining the way that Fortune 500s view, measure, and invest in Internet safety.

Technical Customer Success is the core of post-sales’ Xpanse subject matter expertise. We work with customers to guide the product-based customer journey to unlock value, build out their Attack Surface Management programs, and help them make the most out of their Xpanse purchase. It’s our priority to deepen Xpanse’s partnerships with some of the world’s largest and most well-known organizations, ultimately helping them stay safe from malicious actors on the Internet.

As a Customer Success Architect, you will think critically about customer problems and ask the questions that help us better understand their technical ecosystem to guide them through the Xpanse product journey. On a day-to-day basis, you may troubleshoot with customers, review and analyze SOC ecosystems to proactively identify integration opportunities, collect user feedback about product features, and advocate internally for your customers. As an integral part of the Cortex Xpanse Customer Success team, you will also collaborate with your colleagues to iterate on our processes and help us scale our operations.

Your Impact

Time to value

• Provide guidance and assistance to enable effective customer deployment and customization of their Xpanse platform throughout the customer lifecycle to ensure quick and successful product deployment and adoption
• Create and execute technical implementation plans, from start to finish; this includes onboarding, engagement training, check-ins, technical guidance, and security analysis

Product expert

​Stay informed about Xpanse features and relevant updates; become an expert on Xpanse and coach customers on operationally and technically integrating the tool into their day-to-day workflows

• Conduct basic training sessions to familiarize customers with Xpanse functionalities, workflows, and best practices

Collaboration

• Work together with internal teams, including Product, Engineering, Account Health Management and Sales, to ensure our customers and partners get the most out of our products
• Serve as the customer's chief advocate and champion customer causes internally; manage and escalate technical issues, ensuring appropriate resolution with support from senior colleagues.

Qualifications

Required Qualifications

• Prior experience in customer success, account management, solutions architecture, consulting, project management or relationship management
• Understanding of attack surface management and related concepts including but not limited to Internet Protocol (IP), DNS, Certificates, CVEs, Services, network ports/protocols.
• Experience with Python, REST APIs, and/or networking
• Strong communicator who can effectively explain complex technical concepts to both technical and non-technical audiences
• Intellectually curious and quick to learn new technical topics
• Possess problem-solving skills with the ability to solve for moderate complexities where analysis of situations or data requires a review of a variety of factors.
• Exercises judgment within defined procedures and practices to determine appropriate action in prioritizing tasks and handle customer inquiries effectively.
• Familiarity with SOC technologies such as SIEM, SOAR and/or EDR is a plus.

Preferred Qualifications

• Current or former Department of Defense or other United States Government security clearance is a plus.
• Bachelor’s degree in a related field

Compensati