Customer Success Engineer (Network CSE) – SASE

🚀 WE’RE HIRING: Scale & Optimize Customer Success Engineer (S&O CSE) – SASE

[Remote]

We are looking for a skilled Scale & Optimize Customer Success Engineer (S&O CSE) specializing in SASE and Prisma Access to drive customer adoption, optimize security solutions, and enhance technical and operational efficiency.

📅 Contract Duration: 12 months (extendable)

🏡 Work Arrangement: Remote / Work From Home

🕒 Working Hours: 6:30 AM – 3:30 PM IST

🌏 Nationality & Location: Open to all nationalities across APAC (Asia-Pacific)

⚡ Availability: Immediate joiners preferred

🛠️Qualifications & Technical Skills

• 8+ years of experience in Customer Success Engineering, Technical Account Management, or enterprise networking and security.
• Hands-on experience designing, deploying, managing, and optimizing enterprise networks.
• Advanced expertise in SASE technologies, including SD-WAN, ZTNA, SWG, FWaaS, CASB, and DLP.
• Hands-on experience with Prisma Access or equivalent SASE security platforms.
• Strong knowledge of BGP, TCP/IP, SSL/IPsec VPNs, and PKI.
• Advanced network troubleshooting skills using Wireshark and tcpdump.
• Strong understanding of security lifecycles, threat prevention, sandboxing, and NOC/SOC operations.
• Proficiency in SQL, data analytics, and visualization tools such as Tableau, Looker, or Snowflake.
• Experience with Salesforce, Gainsight, and AI-driven workflow automation.
• Proven ability to drive customer adoption, retention, and expansion through technical optimization.
• Strong analytical, problem-solving, and customer-facing skills, including technical workshops and health checks.
• Excellent communication and stakeholder management skills, with the ability to engage technical teams and C-level executives.
• Proven ability to collaborate across Customer Success, Engineering, Product, and Account Management teams.
• Preferred Certifications: SSE, PCNSE, CCNP, CCSP, or CISSP.

🎯Key Responsibilities

• Execute technical configurations, deployment activities, and optimization tasks to accelerate customer time-to-value and maximize product adoption.
• Lead deployment sprints, technical workshops, and architecture reviews tailored to customer requirements and business priorities.
• Ensure post-implementation continuity by maintaining as-built documentation and providing ongoing technical guidance.
• Design and optimize customer success systems, dashboards, and automated workflows using Salesforce, Gainsight, SQL, and other relevant tools.
• Develop standardized playbooks for customer onboarding, migration, product adoption, and account expansion.
• Define and monitor key performance indicators (KPIs), including Net Retention Rate (NRR), Time-to-Value (TTV), and Product Adoption Scores.
• Analyze customer data and health scores to identify adoption gaps, potential churn risks, and opportunities for improvement.
• Act as a trusted technical advisor, translating complex SASE capabilities into measurable business value for customer stakeholders.
• Collaborate with Account Teams, Engineering, Technical Assistance Center (TAC), and Product teams to resolve complex technical issues and drive customer outcomes.
• Lead technical discussions during Quarterly Business Reviews (QBRs) and recommend strategies to improve customer adoption and retention.
• Identify opportunities for product expansion by educating customers on new features, product releases, and innovative use cases.
• Conduct technical health checks, security policy assessments, vulnerability reviews, and configuration optimization to strengthen customer security posture.
• Initiate risk mitigation engagements for customers with declining account health and coordinate appropriate remediation actions.
• Leverage AI and automation to streamline operational processes, reduce repetitive tasks, and improve customer success scalability.