Technical Customer Success

• Provide advanced product-level expertise, leading complex deployments and resolving intricate technical challenges.
• Serve as the go-to expert for SASE products, guiding customers through sophisticated integrations and customizations.
• Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions.
• Lead efforts to drive product adoption, conducting in-depth training sessions, and workshops tailored to customer needs.
• Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement.
• Ensure customers achieve operational excellence by fully adopting and optimizing new features.
• Act as a strategic advisor, influencing key stakeholders at various levels, including C-suite executives.
• Manage complex customer engagements, collaborating with account teams to develop and execute high-touch delivery strategies.
• Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution.

Senior Customer Success Engineer

• Acts as the product SME, assisting customers with their product questions and technical requirements, writing scripts, troubleshooting, training and other technical requests.
• Work together with product and engineering teams ensuring our customers and partners get the most out of our products
• Ensure technical knowledge of the team is translated into articles and guides for our customers to consume allowing our customer coverage to scale

Customer Success Engineer, Cortex

• Act as a Darktrace and security expert and consultant to customers.
• Develop and maintain excellent, hands-on knowledge of the Darktrace solution.
• Conduct deployment discovery and architecture design reviews for existing customers.
• Work towards and maintain relevant Darktrace certifications.
• Provide consultative guidance to customers on cybersecurity priorities.
• Document and utilize the values statements and needs of Darktrace customers.
• Maintain organized and timely documentation, account administration, and updates of internal systems.
• Be mentored by and in turn provide mentorship to members of the CSE team.

Customer Success Engineer

• Cultivate and foster customer relationships, developing an in-depth understanding of the customer at both company and individual levels
• Serve as the single point of contact and liaison between customer and Infinera services and support
• Responsible for the facilitation of “White Glove” Customer Service and Support Delivery
• Become the customers “Voice”, including real time capture of feedback, customer performance metrics, representing and advocating for assigned customer within Infinera
• Document and operationalize a methodical and proactive customer specific play book comprised of a customer journey map, a success and communication plan, a customer specific de-escalation process and a methodical pre-defined/scheduled engagement plan
• Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or customer dis-satisfaction
• Develop custom reporting for customer programs including services performance, product quality, overall customer health
• Drive customer growth leveraged by proven & documented positive customer outcomes
• Onboard new customer personnel ensuring a thorough understanding of the pre-defined journey, product and features
• Partner with engineering, PLM, and presales teams during New Product/Services Introduction to provide programmatic level support

Optical Customer Success Engineer

• Coordinate post-sales deployment programs for a portfolio of enterprise manufacturing customers
• Own operator and site-level adoption: design and deliver training programs for operators, supervisors, and plant managers
• Drive change management at the account level: diagnose why adoption stalls
• Use SQL and scripting to query platform data, validate deployed configurations, build adoption dashboards, and troubleshoot data pipeline and product issues at customer sites
• Track adoption health across your account portfolio using platform data
• Articulate ROI in the customer’s language
• Contribute to expansion cases by identifying and sizing additional sites, lines, and use cases based on proven deployment success
• Close the feedback loop with Product and Engineering by translating field observations and product gaps into structured input that informs roadmap

• Accelerate Onboarding & Initial Application Adoption: Guide customers through first-use milestones by enabling key personas, resolving blockers, and ensuring consumption of initial apps deployed during onboarding.
• Drive Ongoing Consumption: Monitor usage, identify underutilized apps / stalled users, and engage with customers to increase activation and business impact.
• Customer Health Monitoring: Actively track product usage, satisfaction, and success milestones to surface risk early and coordinate mitigation plans.
• Technical Advocacy & Solution Feedback: Act as the voice of the customer to *’s product and engineering teams, channeling technical requirements, gaps, and enhancement requests.
• Accelerate Initial Group Learning Adoption: Facilitate onboarding workshops and training sessions for multiple user groups, enabling key personas to reach first-use milestones and overcome common blockers.
• Technical Enablement & Training: Deliver targeted, scalable enablement sessions and create reusable knowledge-sharing materials designed for diverse audiences across accounts.
• Use Case Value Realization: Collaborate with Engagement Directors to ensure learning initiatives align with business goals and capture feedback and outcomes for executive reviews.

• Lead, hire, train, mentor, and develop a high-performing team
• Establish performance metrics and conduct regular 1:1s, performance reviews, and career development planning
• Own end-to-end support operations, including queue management
• Drive improvements in key support metrics such as CSAT and response times
• Act as the ultimate point of technical escalation for enterprise customers

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Senior Customer Success Engineer

Customer Success Engineer, Cortex

Customer Success Engineer

Optical Customer Success Engineer

Customer Success Engineer

Customer Success Engineer

Customer Success Engineer

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