Customer Engineer

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Summary The Customer Engineer serves as the technical bridge between Koi engineering and Palo Alto's customer-facing teams, enabling Domain Consultants and support teams to successfully run POVs, deploy Koi, and support customers at Job Description We are looking for a highly technical and customer-focused Customer Engineer to join the Koi team. This role operates at the intersection of engineering, support, and pre-sales solutions, and is critical to scaling Koi across Palo Alto Networks. As a Customer Engineer, you will sit closely with the Koi engineering team and develop deep expertise in Koi's architecture, capabilities, and roadmap. You will enable Domain Consultants (DCs) to effectively run Proof of Value (POV) engagements, and empower support teams to deliver high-quality service to customers using Koi. In this role, Customer Engineers translate live customer issues into actionable engineering fixes, taking full ownership of the bug-resolution lifecycle and the safe deployment of updates directly to customers. Key Responsibilities Act as a technical bridge between Koi engineering and Palo Alto customer-facing teams Own the end-to-end resolution of technical issues, from diagnosing complex bugs to managing their seamless deployment to customer environments. Develop deep expertise in Koi's product, architecture, and internal systems Enable Domain Consultants (DCs) to successfully run POVs, including deployment, troubleshooting, and demonstrating value to customers Support Palo Alto support teams in diagnosing and resolving customer issues Build internal tools and systems that allow DCs and support teams to answer questions and perform initial triage independently Improve scalability by reducing dependency on engineering for routine support and POV-related issues Own or lead triage of the most complex and high-impact customer issues Partner with engineering to identify root causes and drive long-term fixes Identify recurring friction points in POVs and customer deployments, and work to eliminate them Contribute to internal documentation, troubleshooting guides, and playbooks Impact: Provide the team with seamless technical resolutions to unblock customer issues Increase success rate and quality of POVs led by Domain Consultants Improve customer onboarding and time-to-value for Koi Reduce escalation load on engineering teams Improve overall customer experience and product reliability Qualifications Required Qualification Education: B.Sc. in Computer Science, Industrial Engineering, Software Engineering, or a related technical discipline (or equivalent practical experience). Technical Experience: Strong software engineering background with a deep, system-level understanding of software architectures, network, and infrastructure. + For Junior Domain Expertise: Experience working within the cybersecurity sector or at a cyber-focused technology company is a strong advantage. Troubleshooting: Proven experience diagnosing, debugging, and resolving complex technical issues within real-world, production customer environments. Adaptability: Demonstrated ability to quickly master new system architectures and independently debug unfamiliar, legacy, or proprietary codebases. Cross-Functional Collaboration: Experience partnering closely with pre-sales, field engineering, or customer success teams to support the technical teams and retention lifecycle. Communication: Exceptional communication and presentation skills in English, with a proven ability to guide and translate technical concepts for both highly technical and semi-technical stakeholders. Mindset: A strong "builder" mentality, with a track record of developing scalable tools, automation scripts, and repeatable processes rather than relying on one-off fixes. Preferred Qualification A foundational background in software engineering, with a practical understanding of software architectures, network, and infrastructure. Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.