Staff Customer Success Engineer - Cortex
Core
Technical backbone for critical customer accounts, acting as a trusted advisor to resolve high-stakes escalations and drive platform adoption.
Role type
Staff Customer Success Engineer (Strategic Accounts)
Builds
Customer value realization, repeatable playbooks, and product strategy feedback loops
Domain
Cybersecurity (Security Operations, SOC, Incident Response)
Deliverable
client delivery
Required skills
Security Operations (SOC), Incident Response, Security Engineering, SIEM, EDR/XDR, SOAR, Attack Surface Management, Cloud platforms (AWS/Azure/GCP), Linux/Windows administration, Scripting (Python/JS/Bash), High-stakes escalation management
Preferred skills
Cortex XDR/XSOAR/XSIAM/Cloud/Prisma Cloud experience, Kubernetes, DevOps/CI-CD, CISSP/CISM/CCSP certifications
Responsibilities
Guide customers through advanced platform optimization and workflow maturation; Resolve critical account escalations by aligning Engineering, Product, and Support; Turn troubleshooting patterns into repeatable playbooks and documentation; Act as customer advocate to feed field insights into product strategy; Mentor team members and lead technical enablement sessions
Seniority
Staff, hands-on IC with mentorship
