Senior Customer Success Engineer - Cortex XSIAM

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

As part of the Scale ＆Optimize, hereinafter ”S&O" (formerly called Customer Success) team, you will be pivotal in supporting our clients post-purchase, ensuring their success with Palo Alto Networks' solutions. You will be involved in driving ROI and value to the customer along with troubleshooting critical issues. Your expertise will drive the continued success of our customers as you work alongside them to solve problems and optimize their security infrastructure.

Key Responsibilities

• Trusted Advisor - Acts as the product SME of Cortex families (XDR, XSIAM, XSOAR, Xpanse), assisting customers with their product questions and technical requirements... Directly lead prescriptive, hands-on technical workshops and implementation sessions tailored to unique customer environments.

• Product Experts Collaboration - working together with product and engineering teams ensuring our customers and partners get the most out of our products.

• Digital First - Ensure technical knowledge of the team is translated into articles and guides for our customers to consume allowing our customer coverage to scale.

• Maturity & Value Realization - Conduct SecOps Maturity Assessments to evaluate the customer's environment and develop/update tailored Session Plans that align with their business goals and drive continuous product adoption.

• Engagement Management - Directly manage S&O engagement timelines, conduct Periodic Service Reviews (PSRs/QBRs), and clearly define actionable 'next steps' to ensure consistent technical progression

Qualifications

Required Qualifications

• Experience in Security Operations or Engineering with SIEM, SOAR, SOC, and/or XDR/EDR environments

• Familiarity with cloud technologies, providers (such as GCP, AWS, Azure) and use-cases.

• Strong understanding of enterprise security and IT products, systems, and processes

• Experience with Windows, Linux system administration and troubleshooting

• Ability to work in a fast-paced, matrixed environment, managing multiple tasks under pressure

• Skilled in collaborating with and influencing cross-functional teams

• Strong communication skills and the ability to build and maintain relationships with customers, including the capability to effectively facilitate and lead deep-dive technical sessions and workshops.

• Experience in customer-facing roles is a must, with a demonstrated ability to proactively and prescriptively lead customers to their optimal next technical steps based on their maturity baseline.

• Experience utilizing AI tools for effectiveness improvement of yourself, such as Gemini, NotebookLM, Microsoft 365 Copilot.

Preferred Qualifications

• Experience with attack surface management or CNAPP is a plus

• Experience with MacOS system administration and troubleshooting is a plus.

• Experience with script languages (Python, GAS, etc.) is a plus. 

• This role supports customers in Japan, and the candidate  must be based in Japan.

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.