job Title: Technical Customer Success Engineer

Location: Bangalore

Number of Positions: 1

Experience: 7- 11 Yrs

Duties:

- Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives
- Assist customers in implementing custom integrations and workflows to ensure Palo Alto Networks solutions are fully integrated into their security operations center
- Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams
- Serve as a customer advocate in influencing product roadmap and improvements
- Coach customers on how to establish and manage their Cloud Security Change Management/ Governance/ Center of Excellence program
- Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
- Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business perks to address their needs
- Be Go-To customer specialist on Palo Alto Networks public cloud security solutions and become a Subject Matter expert over time
- Performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

Skills:

- Relevant work experience in pre- or post-sales, support, customer success, consulting or similar roles
- Required experience with supporting endpoint software products
- Required strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)
- Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)
- Experience with endpoint security software is a plus (Antivirus, DLP, IPS, NAC).
- Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)




- Experience with batch scripting is a plus
- Excellent written and verbal communication skills as this position is required to work with the clients on a daily basis; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
- Business or higher level of English is preferred
- Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols required
- Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
- Proven track record of handling customer escalations, balancing customer expectations, and negotiating successful resolutions
- Existing knowledge of, and experience with public cloud platform (IaaS) features, capabilities, and best use
- Experience with security products and/or offerings
- Ability to communicate technical details to a non-technical audience
- Ability to multi-task and work in a fast-paced setting
- Availability to provide after-hours support on a scheduled / non-scheduled basis

Skills:

Required

- INSTALLATION
- TROUBLESHOOTING
- DEBUGGING
- SUPPORTING ENDPOINT SOFTWARE PRODUCTS
- WINDOWS OS BASED APPLICATIONS

Additional

- MS ENVIRONMENT
- EXCHANGE
- SCCM
- GPO
- AD
- MSSQL
- IIS
- SSL-VPN
- NAT
- GRE
- BATCH SCRIPTING
- WRITTEN COMMUNICATION
- STRONG ABILITY TO INDEPENDENTLY DEBUG BROAD, COMPLEX, AND UNIQUE ENVIRONMENTS WITH MIXED APPLICATIONS AND PROTOCOLS
- CONSULTING
- PROJECT MANAGEMENT
- CUSTOMER ESCALATIONS
- VERBAL COMMUNICATION
- BUSINESS ENGLISH
- TRUSTED ADVISOR
- BALANCING CUSTOMER EXPECTATIONS
- NEGOTIATING SUCCESSFUL RESOLUTIONS
- PUBLIC CLOUD PLATFORM KNOWLEDGE
- PUBLIC CLOUD PLATFORM EXPERIENCE
- SECURITY PRODUCTS
- SECURITY OFFERINGS
- TECHNICAL COMMUNICATION
- MULTI-TASKING
- FAST-PACED ENVIRONMENT
- ENDPOINT SECURITY SOFTWRole & responsibilities

Preferred candidate profile

📌 Technical customer success engineer (Bengaluru)
🏢 Tranzeal
📍 Bengaluru