About the Opportunity

As a Customer Success Engineer (NGFW), you will serve as a trusted technical advisor for enterprise customers using Palo Alto Networks Next Generation Firewall (NGFW) solutions. You will work closely with customers to drive product adoption, provide technical guidance, resolve complex issues, and help customers maximize the value of their security investments.

You will collaborate with Customer Success Managers, Technical Support, Engineering, Product Management, and Sales teams to deliver an exceptional customer experience while building long-term customer relationships.

Key Responsibilities

Customer Success

- Serve as the primary technical point of contact for assigned enterprise customers.
- Build trusted relationships with customer security, network, and infrastructure teams.
- Guide customers on best practices for deploying, configuring, optimizing, and operating Palo Alto Networks NGFW solutions.
- Drive product adoption by helping customers leverage new features and capabilities.
- Partner with Customer Success Managers to develop and execute customer success plans.
- Identify technical risks and proactively recommend remediation strategies.

Technical Advisory

- Provide expert guidance on Palo Alto Networks security best practices.
- Assist customers with firewall policy optimization, application visibility, and security posture improvements.
- Recommend configuration changes to improve performance, security, and operational efficiency.
- Advise customers on software upgrades, feature enablement, and product lifecycle management.

Technical Support & Troubleshooting

- Troubleshoot complex issues involving Palo Alto Networks NGFW, Panorama, GlobalProtect, and related technologies.
- Perform root cause analysis for customer-reported issues and provide timely resolution.
- Analyze logs, packet captures, and diagnostic information to identify network and security issues.




- Manage technical escalations and collaborate with Engineering when required.
- Ensure customer cases are accurately documented and resolved within agreed SLAs.

Knowledge Sharing

- Create and maintain technical documentation, knowledge articles, and troubleshooting guides.
- Share technical best practices with customers and internal teams.
- Stay current with Palo Alto Networks product updates and emerging cybersecurity trends.

Required Qualifications

- 4-10 years of experience in Customer Success, Technical Support, Network Security, or Technical Account Management.
- Hands-on experience with Palo Alto Networks Next Generation Firewalls.
- Strong understanding of enterprise networking and security concepts.
- Experience supporting enterprise customers in production environments.
- Excellent troubleshooting, analytical, and customer communication skills.

Technical Skills

Palo Alto Technologies

- Palo Alto Networks NGFW
- Panorama
- GlobalProtect
- App-ID
- User-ID
- Content-ID
- NAT
- Security Policies
- URL Filtering
- Threat Prevention
- WildFire
- DNS Security
- High Availability (HA)

Networking

- TCP/IP
- Routing & Switching
- VLANs
- OSPF
- BGP
- VPN (IPSec & SSL)
- Network Troubleshooting

Authentication & Security

- LDAP
- RADIUS
- SAML
- SSO
- PKI
- MFA

Tools

- Wireshark
- Syslog
- Python/Bash scripting (Preferred)

Cloud (Preferred)

- AWS Networking
- Azure Networking
- Cloud Firewalls
- Security Groups
- NSGs

Preferred Certifications

PCNSE (Preferred) / PCNSA / CCNA / CCNP / CISSP or equivalent security certification

Professional Skills

- Strong customer-facing and communication skills.
- Ability to explain complex technical concepts to both technical and non-technical audiences.
- Excellent analytical and problem-solving abilities.
- Experience managing customer escalations and driving issue resolution.
- Ability to work independently and collaboratively in a fast-paced setting.
- Strong documentation and knowledge-sharing skills.

📌 Customer Success Engineer - NGFW (Noida)
🏢 Trantor
📍 Noida