Senior Enterprise Customer Success Engineer (Prisma AIRS)

About the role

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.

Responsibilities

• Enterprise Architecture & Technical Leadership: Serve as the lead technical authority, architecting and deploying complex, scalable security solutions across global client environments. Translate intricate enterprise business demands into robust technical blueprints. Provide masterful technical expertise in Prisma AIRS, driving capacity planning, technology lifecycle governance, and seamless upgrades within mission-critical infrastructure.
• Strategic AI Adoption & Guardrails: Guide Fortune 500 enterprises on embedding intelligent agents and automated security frameworks directly into core product workflows. Systematically evaluate client AI adoption maturity and direct complex cross-functional teams to align vendor innovations with overarching enterprise business goals.
• Proactive Churn Mitigation & Business Impact: Champion predictive data analytics and operational metrics to evaluate customer environment health, intercept operational risks before they manifest, and aggressively eliminate churn vectors. Design and spearhead high-impact Executive Business Reviews (EBRs) that synthesize deep technical health metrics into high-level business outcomes.
• Strategic Escalation & Product Advisory: Act as the ultimate technical escalation point for critical production environments. Partner aggressively with Product Management, Core Engineering, and Sales leadership to champion enterprise customer requirements, influence product roadmaps, and co-develop next-generation use cases.

Qualifications

• 5+ years of experience as a Senior/Lead Customer Success Engineer, Solutions Architect, Senior DevOps Engineer, or Technical Consultant within the application security, network, or data security domains.
• Proven track record of managing technical success and engineering outcomes for massive, high-profile enterprise client portfolios.
• Direct expertise in data/information security, advanced API orchestration, and a sophisticated operational command of the AI ecosystem, agentic deployments, and LLM vulnerabilities.
• Advanced mastery of AI automation platforms and agentic developer tools (such as Claude Code) to build, optimize, and customize secure enterprise integrations.
• Exceptional verbal, written, and presentation skills, with a demonstrated genius for articulating complex security architecture blueprints to both deep engineering groups and C-suite leadership (CISOs, CTOs, CIOs).
• Advanced proficiency utilizing data-driven enterprise platforms (e.g., Salesforce, JIRA, Gainsight, Tableau) to engineer account health predictive models and neutralize renewal risks.

Preferred Qualifications

• Open to occasional travel to lead high-stakes, on-site strategic client deployments and enterprise rollouts.

Pay

$142,000.00 - $230,000.00/yr

Schedule

Full-time

Benefits

Our commitment includes 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.