Senior Customer Success Engineer - NGFW (Contract)

Senior Customer Success Engineer - NGFW - Palo Alto Networks [Contract]

Role Description

This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.

Palo Alto Networks is looking for a Senior Customer Success Engineer - NGFW - Contractor to serve as a product expert, strategic technical advisor, and assertive customer advocate across the EMEA region. Reporting within the Customer Success organization, this position offers a high-impact opportunity to move beyond reactive support and act as an outcome-driven engineer who proactively elevates enterprise security posture. You will partner with critical enterprise environments running our Next-Generation Firewall (NGFW), Panorama, Strata Cloud Manager (SCM), and Cloud-Delivered Security Services (CDSS) technologies while running parallel service frameworks under our global Scale & Optimize (S&O) transformation.

Location:
Athens, Greece

Duration:
12 months

Your Impact

The Senior Customer Success Engineer is a pivotal driver of customer outcomes, architectural maturity, and subscription adoption across high-value, high-complexity enterprise accounts. Working in a fast-paced, international environment, you will bridge technical telemetry with strategic roadmaps to maximize customer retention, eliminate End-of-Life (EoL) risk, and ensure customers fully leverage their security investments. This role demands an assertive, outcome-oriented engineer who thrives on cross-functional collaboration, embraces AI-first delivery workflows, and acts as an internal force multiplier to drive team-wide efficiency and innovation.

Key Responsibilities

• Customer Outcome Advocacy:
  Pivot engagement models from administrative tracking to measurable customer outcomes, accelerating telemetry, Strata Cloud Manager (SCM), and advanced CDSS subscription adoption.
• Maturity Assessment Execution:
  Lead and architect a standardized "Maturity Assessment" framework across assigned accounts, ensuring 100% of accounts maintain a documented path toward security and architectural maturity.
• Assertive Entitlement Optimization:
  Review consumption metrics and take a proactive, assertive stance when enterprise environments are not fully utilizing their purchased subscriptions and security modules.
• Drive Platform Currency (PAN-OS Health):
  Lead programmatic software migration strategies, ensuring hardware and virtual firewall estates transition smoothly to the latest supported PAN-OS versions while eliminating End-of-Life (EoL) software risk.
• Cross-Functional Collaboration:
  Partner seamlessly with Account Teams, Solutions Consulting, Product Management, TAC, and our Center of Excellence to clear roadblocks and drive retention and expansion.
• AI-First Delivery Motion:
  Integrate enterprise-level AI utilities and automation into daily workflows to predict account health and risk, streamline deliverables, and provide data-driven recommendations.
• Culture of Innovation:
  Act as an internal force multiplier by actively participating in and building automation tools and enablement workshops to elevate overall team efficiency.

Your Experience

• Professional Background:
  5+ years of relevant experience in Cybersecurity Engineering, Network Architecture, Senior Technical Consulting, Technical Account Management, or a similar enterprise-scale customer success role.
• Linguistic Skills:
  Professional fluency in English are mandatory for this territory.
• Technical Domain Depth:
  Expert-level knowledge of network infrastructure, security pipeline optimization, NGFW capabilities, high availability, SSL/IPSec VPNs, HTTP, and TCP/IP protocols.
• Platform & Automation Expertise:
  Deep hands-on experience with Palo Alto Networks NGFW, Panorama, Strata Cloud Manager (SCM), and CDSS (Advanced Threat Prevention, Advanced WildFire, Advanced URL Filtering, Advanced DNS Security, DLP). Scripting and automation experience (Python, APIs, or Pan-OS-PHP) is a strong plus.
• Certifications:
  Active PCNSE (Palo Alto Networks Certified Network Security Engineer) or equivalent senior security architecture credentials (e.g., CISSP, CCIE, NetSec Architect) required.
• Strategic Gravitas & Sales Interlock:
  Proven track record of elevating technical discussions into long-term strategic roadmaps with CISOs, CTOs, and Lead Security Architects, while translating technical telemetry into value-driven milestones that support renewals and account expansion.
• Language & Travel:
  Based in Greece, aligned with our Athens office under FLEXWORK, with occasional travel for strategic customer onsite sessions and QBRs.

Information about Palo Alto Networks

At Palo Alto Networks®, everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish — but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.