Enterprise Customer Success Engineer & Designated Support Lead(Prisma AIRS)

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!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

The Team

Customer Success - Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

Job Summary

As an Enterprise Customer Success Engineer (CSE) for the Prisma AIRS team, you will shift the focus of Customer Success from task-driven execution to insight-driven strategy. Rather than just handling routine support, you will act as a strategic advisor and highly technical AI Architect. In this role, you will lead high-value, strategic enterprise accounts where application security, data security, and the AI ecosystem intersect. You will design and implement scalable solutions within client environments, drive the adoption of Prisma AIRS, and partner closely with customers to ensure automated workflows and security integrations drive measurable ROI and proactive risk mitigation.

Key Responsibilities

• Act as a technical Customer Success Engineer, designing and implementing scalable, secure solutions within client environments.

• Translate enterprise business requirements into technical layouts.

• Provide deep technical expertise in Prisma AIRS, assisting with capacity planning, lifecycle management, and upgrade processes in mission-critical environments.

• Embed intelligent agents and automated security features directly into the customer's daily workflows.

• Monitor how effectively clients adopt AI-powered features and guide them on aligning Palo Alto Networks' technologies with complex enterprise goals.

• Leverage enterprise predictive analytics and configuration metrics to continuously analyze customer usage, flag risks before they manifest, and proactively prevent churn.

• Lead impactful Quarterly/Executive Business Reviews (QBR/EBR) focused on business outcomes.

• Serve as the core technical contact managing high-pressure escalations.

• Collaborate closely with internal Product, Sales, and Engineering teams to influence product roadmaps based on strategic customer deployments and innovative new use cases.

Qualifications

Required Qualifications

• 2+ years of experience as an Enterprise Customer Success Engineer or Customer Support Engineer within the network/cybersecurity domain, OR exposure as a DevOps/Solution Architect, with a distinct preference for individuals who have supported AI security, network, or data security products.

• Direct experience with data/information security, interpreting API reference documentation, and a strong, practical understanding of the AI ecosystem, agentic deployments, and LLM vulnerabilities.

• Strong hands-on experience with application development, software development lifecycle and general networking concepts.

• Strong foundation in AI automation tools such as Claude Code to customize integrations.

• Exceptional verbal and written communication skills with a proven track record of fierce customer advocacy and presenting complex architectural concepts to high-level audiences.

• Proven ability to interact with client teams at varying depths, from engineering staff to business owners.

• Proficiency using data-driven enterprise tools such as Salesforce, JIRA, Gainsight, or Tableau to track account health and mitigate risks.

Preferred Qualifications

• Open to occasional travel to support strategic on-site customer engagements and enterprise rollouts.

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.

$112,000.00 - $182,500.00/yr

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.