Staff Customer Engineer – Koi

Palo Alto Networks

. Act as a technical bridge between engineering and customer-facing teams .

Posted 10/12/2026full-timeRemote • California • United StatesLead💰 $95,200 - $154,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving complex technical issues while effectively collaborating with engineering and customer-facing teams. Proficient in developing scalable tools and automation scripts to enhance support processes and reduce dependencies.

Highest-signal resume keywords

Software Engineering BackgroundComplex Issue DiagnosisTechnical Communication SkillsTool DevelopmentCybersecurity Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software ArchitectureNetwork InfrastructureDebuggingAutomation ScriptingSystem-Level UnderstandingTechnical TroubleshootingLegacy Code DebuggingProduction Environment ExperienceTechnical DocumentationProcess Development

Soft Skills

Exceptional CommunicationPresentation SkillsBuilder Mentality

Certifications & Qualifications

B.Sc. in Computer ScienceB.Sc. in Industrial EngineeringB.Sc. in Software Engineering

Industry Keywords

Cybersecurity SectorCustomer SuccessPre-Sales SupportField EngineeringTechnical Retention Lifecycle

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Act as a technical bridge between engineering and customer-facing teams
Own end-to-end resolution of technical issues, including diagnosing complex bugs and managing deployment to customer environments
Develop deep expertise in product architecture, capabilities, internal systems, and technical roadmap
Enable Domain Consultants to run POVs through deployment, troubleshooting, and value demonstration
Support internal teams in diagnosing and resolving complex customer issues
Build internal tools and systems for independent support-team triage
Reduce engineering dependency for routine support and POV-related issues
Lead or own triage of complex, high-impact customer issues
Partner with engineering to identify root causes and drive sustainable fixes
Identify and eliminate recurring friction in POVs and customer deployments
Contribute to internal documentation, troubleshooting guides, and playbooks

Requirements

What you’ll need

B.Sc. in Computer Science, Industrial Engineering, Software Engineering, or a related technical discipline (or equivalent practical experience)
Strong software engineering background with deep, system-level understanding of software architectures, network, and infrastructure
Proven experience diagnosing, debugging, and resolving complex technical issues in real-world, production customer environments
Ability to quickly master new system architectures and independently debug unfamiliar, legacy, or proprietary codebases
Experience partnering with pre-sales, field engineering, or customer success teams to support the technical retention lifecycle
Exceptional communication and presentation skills in English
Builder mentality with a track record of developing scalable tools, automation scripts, and repeatable processes
Experience in the cybersecurity sector or at a cyber-focused technology company is preferred
Foundational software engineering background and practical understanding of software architectures, network, and infrastructure is preferred

Benefits

Comp & perks

Restricted stock units may be included
Bonus may be included
Immigration sponsorship eligible
Reasonable accommodations for qualified individuals with a disability or special need