B.Sc. in Computer Science, Industrial Engineering, Software Engineering, or related field (or equivalent experience).
Strong software engineering background with system-level understanding of architectures, networks, and infrastructure.
Proven experience in diagnosing and resolving complex technical issues in production environments.
Ability to quickly master new architectures and debug unfamiliar codebases independently.
Experience collaborating with pre-sales, field engineering, or customer success teams.
Exceptional communication skills, able to translate technical concepts for various stakeholders.
Builder mentality with a history of developing scalable tools and automation scripts.
Responsibilities
Act as a technical bridge between engineering and customer-facing teams for seamless communication.
Own the resolution of technical issues, diagnosing complex bugs and managing deployments.
Develop expertise in product architecture, capabilities, and technical roadmap.
Enable Domain Consultants to run POVs, including deployment and troubleshooting.
Support teams in diagnosing complex customer issues to enhance reliability.
Build internal tools for support teams to perform initial triage independently.
Identify and eliminate recurring friction points in customer deployments.
Benefits
Immigration sponsorship eligibility.
Opportunities for professional development and training.
Access to internal documentation and troubleshooting resources.
Collaborative work environment with cross-functional teams.
Full Job Description
Job Summary
The Staff Customer Engineer serves as the technical bridge between engineering and customer-facing teams, enabling Domain Consultants and support teams to successfully run POVs, deploy solutions, and support customers. You will translate live customer issues into actionable engineering fixes, taking full ownership of the bug-resolution lifecycle and the safe deployment of updates directly to customers.
Qualifications Key Responsibilities
Act as a technical bridge between engineering and customer-facing teams to ensure seamless communication.
Own the end-to-end resolution of technical issues, diagnosing complex bugs and managing deployment to customer environments.
Develop deep expertise in the product's architecture, capabilities, internal systems, and technical roadmap.
Enable Domain Consultants to successfully run POVs, including deployment, troubleshooting, and demonstrating value to customers.
Support internal teams in diagnosing and resolving complex customer issues to improve overall reliability.
Build internal tools and systems allowing support teams to perform initial triage independently.
Improve scalability by reducing dependency on engineering for routine support and POV-related issues.
Own or lead the triage of the most complex and high-impact customer issues to ensure rapid resolution.
Partner with engineering to identify root causes of issues and drive long-term, sustainable fixes.
Identify recurring friction points in POVs and customer deployments, working proactively to eliminate them.
Contribute to internal documentation, troubleshooting guides, and playbooks to empower cross-functional teams.
Required Qualifications
B.Sc. in Computer Science, Industrial Engineering, Software Engineering, or a related technical discipline (or equivalent practical experience).
Strong software engineering background with a deep, system-level understanding of software architectures, network, and infrastructure.
Proven experience diagnosing, debugging, and resolving complex technical issues within real-world, production customer environments.
Demonstrated ability to quickly master new system architectures and independently debug unfamiliar, legacy, or proprietary codebases.
Experience partnering closely with pre-sales, field engineering, or customer success teams to support the technical retention lifecycle.
Exceptional communication and presentation skills in English, translating technical concepts for highly technical and semi-technical stakeholders.
A strong 'builder' mentality, with a track record of developing scalable tools, automation scripts, and repeatable processes.
Preferred Qualifications
Experience working within the cybersecurity sector or at a cyber-focused technology company.
A foundational background in software engineering, with a practical understanding of software architectures, network, and infrastructure.
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. A description of our employee benefits may be found here.
$95,200.00 - $154,000.00/yr
Is role eligible for Immigration Sponsorship?: Yes
About Palo Alto Networks
Palo Alto Networks, Inc. is an American multinational cybersecurity company with headquarters in Santa Clara, California. Its core products are a platform that includes advanced firewalls and cloud-based offerings that extend those firewalls to cover other aspects of security. The company serves over 70,000 organizations in over 150 countries, including 85 of the Fortune 100. It is home to the Unit 42 threat research team and hosts the Ignite cybersecurity conference.
