- Company Name
- Trantor
- Job Title
- Customer Success Engineer – NGFW
- Job Description
-
**Job Title**
Customer Success Engineer – NGFW
**Role Summary**
Provide technical expertise and advocacy for Next‑Generation Firewall (NGFW) solutions, ensuring rapid customer adoption, optimal deployment, and sustained success. Act as a trusted advisor to clients while collaborating with product, engineering, and account teams to shape roadmap and drive innovation.
**Expectations**
- Deliver rapid, high‑quality implementation and operationalization of NGFW solutions to meet security objectives.
- Manage escalations and maintain trusted customer relationships.
- Serve as a customer voice in product strategy, identifying new use cases and feature enhancements.
- Operate effectively in a matrixed, cross‑functional environment, upholding collaboration, execution, and integrity.
**Key Responsibilities**
- Provide deep technical expertise on NGFW platforms, guiding customers and partners in maximizing value.
- Collaborate with Product & Engineering to design, integrate, and implement network security and endpoint solutions.
- Partner with account teams to develop high‑visibility technical success plans at account and product levels.
- Manage and resolve customer escalations, ensuring timely and satisfactory outcomes.
- Share customer insights with internal teams to drive continuous improvement in product and service delivery.
- Act as a customer advocate, influencing product roadmap through new feature utilization and innovative use cases.
**Required Skills**
- Minimum 5 years in network security engineering, operations, support, or professional services.
- Strong knowledge of Palo Alto Networks NGFW platforms (highly desirable).
- Experience with enterprise networking products: routers, switches, servers, wireless, monitoring, and management tools.
- Proficiency with Windows, macOS, and Linux operating systems.
- Proven track record as a trusted technical advisor across diverse client teams.
- Strong background in customer escalations, account management, and project management.
- Ability to thrive in a matrixed environment and demonstrate collaboration, disruption, execution, inclusion, and integrity.
**Required Education & Certifications**
- Bachelor’s or Master’s degree in Engineering or related field.
- Certifications: PCNSA, PCNSE, CISSP, CCNA, CCNP, CCIE, or equivalent highly desirable.