Customer service engineer

Netpolarity - Santa Clara, CA

Full-time - Mid Level

Santa Clara, CA

Administrative and Support Services

About the position

The Customer Success Engineer (CSE) at netPolarity, Inc. is responsible for enhancing customer experience and reducing Technical Assistance Center (TAC) cases through proactive engagement and education. This role involves managing customer segments, executing digital campaigns, collaborating with various teams, and developing educational resources to ensure customers successfully adopt stable PANOS versions.

Responsibilities

• Manage a specific set of customers using assigned PANOS versions, focusing on high case volume accounts.
• Collaborate with the Technical Enablement Manager to design and execute digital campaigns that encourage customers to upgrade to stable PANOS versions.
• Work closely with Product Managers, Tech Marketing Managers, Data Analysts, Product Advisors, and SMEs to develop and implement solutions to reduce TAC cases related to 'Customer Education Issues.'
• Partner with internal teams (Sales, Support, Engineering) to resolve customer upgrade roadblocks and drive product adoption.
• Create and distribute educational resources to help customers better understand product features and avoid configuration issues.
• Partner with engineering teams to analyze case trends, identify issues, and provide feedback on product stability.
• Regularly track customer progress in upgrading to stable PANOS versions and report on the reduction of TAC cases in each segment.
• Serve as an advocate for customer needs, working to ensure their success with our products.

Requirements

• In-depth knowledge of PANOS, NGFW, and related cybersecurity products.
• Proven track record in a customer-facing role with a focus on driving product adoption and reducing support cases.
• Ability to work effectively with cross-functional teams including Product Managers, Tech Marketing Managers, Data Analysts, Product Advisors, and SMEs.
• Strong problem-solving skills with the ability to analyze trends and develop strategies for customer success.
• Prior experience in running digital customer success journeys through Gainsight is a big plus.
• Excellent verbal and written communication skills, with the ability to deliver complex technical information in a simple, clear manner.
• Ability to manage multiple customer success campaigns and track their impact.
• Bachelor's degree in a technical field (e.g., Computer Science, Engineering) or equivalent experience.
• 5+ years of experience in customer success, technical support, or a similar role.
• Experience with PANOS and NGFW products is strongly preferred.

Nice-to-haves

• Gainsight experience