Staff Customer Success Engineer - Cortex

Role overview Serve as a senior technical partner for strategic customer accounts using an enterprise security platform. The role combines security architecture guidance, customer advocacy, escalation leadership, and team enablement to improve adoption and help customers achieve their security goals.

Responsibilities - Advise strategic customers on technical requirements, architecture, integrations, and security operations practices. - Guide platform optimization, workflow maturity, change management, and ongoing value realization. - Coordinate Engineering, Product, and Support teams to resolve critical customer issues; set expectations and keep customers and leadership informed. - Bring customer insights and recurring technical challenges to product and engineering teams. - Create reusable troubleshooting guidance and best-practice materials; review designs, lead knowledge-sharing sessions, and mentor engineers.

Requirements - At least eight years in a customer-facing technical role, such as customer success engineering, solutions architecture, technical support, or consulting. - Strong experience in security operations, incident response, or security engineering. - Understanding of security workflows involving SIEM, EDR/XDR, SOAR, and attack surface management. - Practical familiarity with AWS, Azure, or GCP, plus Linux and Windows administration and troubleshooting. - Ability to read, write, or assess scripts such as Python, JavaScript, or Bash for technical reviews, integrations, and automation. - Strong communication and problem-solving skills, including experience handling high-stakes escalations and maintaining customer trust.

Nice to have - Hands-on experience with enterprise security platforms for detection, response, automation, or cloud security. - Familiarity with cloud-native systems, Kubernetes, and DevOps or CI/CD practices. - Relevant security or vendor certifications, such as CISSP, CISM, or CCSP.

Benefits and work setup The role is remote, with teams collaborating across locations. The posting gives an estimated base salary range of $142,200–$229,900 per year; compensation may vary by qualifications and work location, and may include bonus or equity.