Customer Success Engineer-Prisma Cloud @ Infinity Labs

We are seeking a highly skilled and customer-focused Customer Success Engineer (CSE) to support our customers using Prisma Cloud, Palo Alto Networks comprehensive cloud-native security platform. As a CSE, you will play a pivotal role in driving successful adoption, resolving technical issues, and ensuring overall customer satisfaction and retention.

Serve as the primary technical contact for assigned Prisma Cloud customers.
Drive onboarding, enablement, and ongoing technical support throughout the customer lifecycle.
Troubleshoot complex issues across cloud environments (AWS, Azure, GCP) and guide customers to resolution.
Collaborate with internal teams (Support, Product, Engineering, Sales) to escalate and resolve customer concerns.
Provide best practice recommendations to ensure successful product adoption.
Conduct regular health checks and technical reviews to ensure customer success.
Assist in identifying customer use cases and advocating feature enhancements.
Document solutions, processes, and contribute to knowledge base content.
Work closely with account teams to understand customer goals and ensure alignment with product capabilities.

6-10 years of experience in a technical support, customer success, or professional services role.
Strong understanding of cloud platforms: AWS, Azure, or GCP.
Hands-on experience with containerization (Kubernetes, Docker) and CI/CD pipelines.
Familiarity with security concepts including cloud security posture management (CSPM), compliance, and DevSecOps.
Experience in scripting (Python, Bash, etc.) and using REST APIs.
Strong problem-solving and communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Customer-centric attitude with a focus on delivering exceptional service.

Bachelors degree in Computer Science, Information Technology, or a related field.
Industry certifications such as AWS Certified Solutions Architect, GCP Professional Cloud Architect, or Azure Administrator Associate.
Experience with Prisma Cloud or other CNAPP (Cloud Native Application Protection Platforms).
Familiarity with SIEM tools and security frameworks (e.g., NIST, CIS).