Senior 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!

Job Summary

As a Senior Enterprise Customer Success Engineer (CSE) for the Prisma AIRS team, you will redefine Customer Success by shifting focus from task-driven execution to high-impact, insight-driven strategy. Operating as a principal strategic advisor and lead AI Architect, you will spearhead our most complex, high-value global enterprise accounts where application security, data security, and the AI ecosystem intersect.

In this senior technical role, you will architect scalable security solutions, pioneer the adoption of Prisma AIRS, and command relationships with executive leadership (CISOs, CTOs, and CIOs) to ensure automated security workflows deliver massive business value, quantifiable ROI, and proactive risk mitigation.

Key Responsibilities

• Enterprise Architecture & Technical Leadership: Serve as the lead technical authority, architecting and deploying complex, scalable security solutions across global client environments. Translate intricate enterprise business demands into robust technical blueprints. Provide masterful technical expertise in Prisma AIRS, driving capacity planning, technology lifecycle governance, and seamless upgrades within mission-critical infrastructure.
• Strategic AI Adoption & Guardrails: Guide Fortune 500 enterprises on embedding intelligent agents and automated security frameworks directly into core product workflows. Systematically evaluate client AI adoption maturity and direct complex cross-functional teams to align vendor innovations with overarching enterprise business goals.
• Proactive Churn Mitigation & Business Impact: Champion predictive data analytics and operational metrics to evaluate customer environment health, intercept operational risks before they manifest, and aggressively eliminate churn vectors. Design and spearhead high-impact Executive Business Reviews (EBRs) that synthesize deep technical health metrics into high-level business outcomes.
• Strategic Escalation & Product Advisory: Act as the ultimate technical escalation point for critical production environments. Partner aggressively with Product Management, Core Engineering, and Sales leadership to champion enterprise customer requirements, influence product roadmaps, and co-develop next-generation use cases.

Qualifications

Required Qualifications

• Experience & Profile: 5+ years of experience as a Senior/Lead Customer Success Engineer, Solutions Architect, Senior DevOps Engineer, or Technical Consultant within the application security, network, or data security domains.
• Proven track record of managing technical success and engineering outcomes for massive, high-profile enterprise client portfolios.
• Direct expertise in data/information security, advanced API orchestration, and a sophisticated operational command of the AI ecosystem, agentic deployments, and LLM vulnerabilities.
• Technical Skills: Deep hands-on background in modern application development, software development lifecycles (SDLC), and advanced software-defined networking concepts.
• Advanced mastery of AI automation platforms and agentic developer tools (such as Claude Code) to build, optimize, and customize secure enterprise integrations.
• Executive Presence & Strategic Insight: Exceptional verbal, written, and presentation skills, with a demonstrated genius for articulating complex security architecture blueprints to both deep engineering groups and C-suite leadership (CISOs, CTOs, CIOs).
• Advanced proficiency utilizing data-driven enterprise platforms (e.g., Salesforce, JIRA, Gainsight, Tableau) to engineer account health predictive models and neutralize renewal risks.
• Travel (Preferred) Open to occasional travel to lead high-stakes, on-site strategic client deployments and enterprise rollouts.

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.