Staff Customer Engineer (Koi)
Palo Alto Networks3 days ago
Base Salary
$95k - $154k/yr
Responsibilities
- Act as the technical bridge between engineering and customer-facing teams.
- Own end-to-end diagnosis, resolution, and customer deployment of fixes for complex technical issues.
- Enable Domain Consultants to deploy, troubleshoot, and demonstrate solutions during proof-of-value engagements.
- Build internal tools and systems that allow support teams to perform initial triage independently.
- Lead or own triage of high-impact customer issues and partner with engineering on sustainable root-cause fixes.
- Identify and eliminate recurring friction in proof-of-value engagements and customer deployments.
- Create documentation, troubleshooting guides, and playbooks for cross-functional teams.
Requirements
- Bachelor of Science in Computer Science, Industrial Engineering, Software Engineering, or a related technical discipline, or equivalent practical experience.
- Strong software engineering background with deep system-level understanding of software architectures, networks, and infrastructure.
- Experience diagnosing, debugging, and resolving complex technical issues in production customer environments.
- Ability to quickly learn system architectures and independently debug unfamiliar, legacy, or proprietary codebases.
- Experience partnering with pre-sales, field engineering, or customer success teams in the technical retention lifecycle.
- Exceptional English communication and presentation skills for technical and semi-technical stakeholders.
- Track record of building scalable tools, automation scripts, and repeatable processes.
- Cybersecurity-sector or cyber-focused technology company experience is preferred.
Benefits
- Remote role with hybrid teams collaborating across geographies.
- Annual base salary range of $95,200.00–$154,000.00, with potential restricted stock units and bonus.
- Immigration sponsorship is eligible for this role.
Categories
Solutions Engineering
About Palo Alto Networks
Palo Alto Networks builds cybersecurity products for enterprises and governments, including next-generation firewalls, cloud security (Prisma Cloud/Prisma Access), and SOC tools (Cortex). It sells subscriptions and appliances with cloud-delivered threat intelligence, securing networks, endpoints, and applications across data centers and public clouds. Founded in 2005 and headquartered in Santa Clara, California, the company is publicly traded on the NYSE under the ticker PANW.