Job SummaryAbout the Role:We are looking for an experienced, high-impact Customer Success Engineer to serve as the technical backbone for our most critical customer accounts. In this role, you will act as a trusted advisor to key stakeholders, resolve high-stakes management escalations, and serve as a force multiplier by mentoring team members and driving technical enablement across the team.
Your Impact:- Guide customers through advanced platform optimization, workflow maturation, and continuous value realization to scale adoption and maximize ROI.
- Resolve critical account escalations by aligning Engineering, Product Management, and Support stakeholders to deliver prompt, transparent outcomes.
- Turn complex troubleshooting patterns and product nuances into repeatable playbooks, reference guides, and best-practice documentation for the broader organization.
- Act as the customer's advocate internally, partnering directly with Product and Engineering teams to feed field insights back into product strategy.
- Mentor team members, lead technical enablement sessions, and foster a culture of operational excellence across the organization.
Key Responsibilities:- Serve as the product SME for strategic accounts, consulting on technical requirements, architecture, integrations, and long-term security outcomes.
- Partner closely with Product, Core Engineering, and Support to prioritize critical customer needs and resolve blockers.
- Manage critical account escalations by aligning cross-functional teams, setting clear customer expectations, and communicating progress to leadership.
- Lead knowledge-sharing sessions, review technical designs, and mentor engineers to level up the team's overall technical acumen.
- Coach key accounts on operational best practices, change management, and architectural alignment to maximize platform efficacy.
Qualifications Required:- 8+ years of experience in customer-facing technical roles, such as Customer Success Engineering, Solutions Architecture, Technical Support, or Consulting.
- Strong technical background in Security Operations (SOC), Incident Response, or Security Engineering.
- Solid understanding of core security concepts and workflows across SIEM, Endpoint Detection (EDR/XDR), Security Automation (SOAR), and Attack Surface Management.
- Practical familiarity with major cloud platforms, including AWS, Azure, or GCP.
- Working knowledge of Linux and Windows operating systems, system administration, and troubleshooting.
- Ability to read, write, or evaluate scripts (such as Python, JavaScript, or Bash) to assist with technical reviews, API integrations, and workflow automation.
- Demonstrated track record of navigating high-stakes customer escalations, negotiating resolutions, and maintaining trust under pressure.
- Exceptional communication skills with the ability to articulate complex technical issues clearly to both engineering teams and C-level executives.
Preferred:- Direct hands-on experience deploying, managing, or supporting platforms like Cortex XDR, Cortex XSOAR, Cortex XSIAM, Cortex Cloud, or Prisma Cloud (or equivalent enterprise security technologies).
- Familiarity with cloud-native architectures, containerization (Kubernetes), and modern DevOps/CI-CD workflows.
- Industry certifications such as CISSP, CISM, CCSP, or relevant vendor certifications (e.g., PCNSC, PCSAE).
#LI-RT2
Compensation DisclosureThe 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.
$142,200.00 - $229,900.00/yr
