Staff Customer Success Engineer - Cortex

Overview

Serve as the technical backbone for critical customer accounts, acting as trusted advisor to key stakeholders, resolving high-stakes escalations, and mentoring team members on technical enablement.

What you'll do

• Serve as the product SME for strategic accounts, consulting on technical requirements, architecture, integrations, and long-term security outcomes.
• Partner closely with Product, Core Engineering, and Support to prioritize critical customer needs and resolve blockers.
• Manage critical account escalations by aligning cross-functional teams, setting clear customer expectations, and communicating progress to leadership.
• Lead knowledge-sharing sessions, review technical designs, and mentor engineers to level up the team's overall technical acumen.
• Coach key accounts on operational best practices, change management, and architectural alignment to maximize platform efficacy.
• Guide customers through advanced platform optimization, workflow maturation, and continuous value realization to scale adoption and maximize ROI.
• Turn complex troubleshooting patterns and product nuances into repeatable playbooks, reference guides, and best-practice documentation for the broader organization.
• Act as the customer's advocate internally, partnering directly with Product and Engineering teams to feed field insights back into product strategy.

What you'll need

• 8+ years of experience in customer-facing technical roles, such as Customer Success Engineering, Solutions Architecture, Technical Support, or Consulting.
• Strong technical background in Security Operations (SOC), Incident Response, or Security Engineering.
• Solid understanding of core security concepts and workflows across SIEM, Endpoint Detection (EDR/XDR), Security Automation (SOAR), and Attack Surface Management.
• Practical familiarity with major cloud platforms, including AWS, Azure, or GCP.
• Working knowledge of Linux and Windows operating systems, system administration, and troubleshooting.
• Ability to read, write, or evaluate scripts (such as Python, JavaScript, or Bash) to assist with technical reviews, API integrations, and workflow automation.
• Demonstrated track record of navigating high-stakes customer escalations, negotiating resolutions, and maintaining trust under pressure.
• Exceptional communication skills with the ability to articulate complex technical issues clearly to both engineering teams and C-level executives.

Nice to have

• Direct hands-on experience deploying, managing, or supporting platforms like Cortex XDR, Cortex XSOAR, Cortex XSIAM, Cortex Cloud, or Prisma Cloud (or equivalent enterprise security technologies).
• Familiarity with cloud-native architectures, containerization (Kubernetes), and modern DevOps/CI-CD workflows.
• Industry certifications such as CISSP, CISM, CCSP, or relevant vendor certifications (e.g., PCNSC, PCSAE).

Details

• Remote role, US (location line: Remote - USA - CA).
• Not eligible for immigration sponsorship.
• Compensation range: $142,200.00 - $229,900.00 per year, depending on qualifications, experience, and work location; may include RSUs and a bonus.