Role Summary

We are seeking a highly skilled, customer-centric Senior Customer Success Engineer (CSE)specializing in enterprise Next-Generation Firewall (NGFW) environments. In this role, you willact as the principal technical advisor and hands-on deployment specialist ensuring ourenterprise customers maximize the value, adoption, and security posture of their entire NGFWinfrastructure.

You will bridge the gap between strategic business objectives and deep technical executionacross multiple architectural environments—including the Internet Edge, Data Center, andBranch/Campus networks.

The ideal candidate possesses deep network infrastructure skills,expertise in cloud/data security add-ons, and the ability to guide customers through platformmigrations and advanced threat vectors.

Key Responsibilities

1. Strategic Advisory & Technical Alignment

Periodic Service Reviews: Conduct comprehensive assessments of customerenvironments (deployed models, OS versions, licensing, and HA states), map outorganizational use cases, and define clear enablement, migration, and optimizationphases.

Maturity & Health Assessments: Evaluate security postures against least-privilegeprinciples, review deployment architectures for scalability, and utilize Strata IncidentFramework to proactively mitigate operational risks.

Product Enablement: Execute customized enablement plans and targeted technicalworkshops to accelerate feature adoption across customer network, security, andoperations teams.

2. Core Architecture, Centralized Management, & Automation

Centralized Management & Operations: Assist customers in navigating centralizedmanagement platforms (Panorama and Strata Cloud Manager (SCM)), and advise onhigh availability (HA) design, logging architecture, and PAN-OS upgrade planning.

Support & Automation Integration: Train customers on technical engagement bestpractices, diagnostic collection, and leveraging the CLI and APIs for operationalefficiency.

3. Security Feature Deployment

Policy Optimization: Assist customers in transitioning from legacy port/protocol rules togranular, application-aware (App-ID, User-ID, Content-ID) zone-based security policies.

Advanced Threat Protection: Implement and fine-tune inline deep learning capabilitiesincluding Advanced Threat Prevention (ATP), Anti-Spyware profiles (with DNSsinkholing), Advanced WildFire, Advanced URL Filtering, and Advanced DNS Security.

Data Center & Branch Architectures: Guide customers on implementing Zero TrustMicrosegmentation for East-West traffic, Virtual Systems (VSYS) multi-tenant scoping,and Zero Touch Provisioning (ZTP) workflow optimization for scaling out branchenvironments with local DHCP/DNS proxy setups.

Decryption Deployment: Act as a subject matter expert on high-complexity SSL/TLSDecryption deployment (SSL Forward Proxy, SSL Inbound Inspection, SSH Proxy),evaluate readiness for Post-Quantum Cryptography (PQC), advising on certificatedistribution strategies within existing PKI architectures.

4. Cloud, Data, & Emerging Security

Data & Cloud Protection: Deploy, configure, and tune Enterprise Data Loss Prevention(DLP) profiles for sensitive data in transit (PII, PCI) across different environments.

SaaS & IoT Security: Manage Shadow IT and secure cloud applications via SaaSSecurity Inline, SaaS Security API, and SaaS Security Posture Management (SSPM)using the App-ID Cloud Engine (ACE). Deploy ML-based device discovery andmicrosegmentation for unmanaged IoT/OT devices.

AI Access Security: Establish visibility, risk scoring, and security policy tuningspecifically for corporate generative AI applications.

Migrations & Lifecycle Management: Provide guidance on hardware refreshes, legacyport-to-App-ID policy transitions, and Panorama-to-SCM platform migrations.

5. Network & VPN Operations:

Deploy, optimize and maintain secure connectivity solutions, including GlobalProtectVPN for remote workforce access and Site-to-Site IPsec/SSL tunnels.

Configure and Troubleshoot routing (BGP, OSPF, static routing) and high-availability(HA) failovers.

Required Technical Skills & Qualifications

Experience: 5+ years of experience in network security engineering, securityarchitecture, or deployment-focused customer success roles within enterpriseenvironments. Must include a minimum of 2–3 years of direct, hands-on experience indeployment and troubleshooting live production environments for enterprise firewallcustomers.

Firewall & Management Expertise: Deep technical mastery of NGFW architectures,various form factors, PAN-OS features and functionalities including deep understandingof Panorama and Strata Cloud Manager (SCM).

Network & PKI Fundamentals: Extensive hands-on experience with IPsec VPNs,Quality of Service (QoS) traffic prioritization, dynamic routing protocols (BGP/OSPF),Zero Touch Provisioning (ZTP) workflows, and Public Key Infrastructure (PKI) certificatevalidation.

Identity & Access Management (IAM): Experience in configuring SAML/RADIUS/LDAPintegrations, and endpoint compliance (GlobalProtect/Host Information Profiles (HIP)).

Data & Cloud Security Platforms: Familiarity with deploying and configuring CloudAccess Security Brokers (CASB), Enterprise DLP engines, and IoT Security platforms.Core Competencies & Soft Skills

Cross-Functional Communication: Exceptional ability to translate highly complextechnical and architectural blueprints into digestible training sessions, workshops, orstrategic roadmaps.

Customer Persona Relationship Building: Proven capability to establish strongtechnical credibility and build relationships across diverse customer personas, fromProject Managers and Operations Engineers to Enterprise Security Architects.

Proactive Problem Solving: A forward-thinking, diagnostic approach focused onidentifying environment vulnerabilities, compliance gaps, and reliability risks before theyaffect production traffic.Preferred Qualifications

Prior work experience within a Technical Assistance Center (TAC) environment at the toptier is strongly preferred. Experience in security operations or firewall operations will bebeneficial.

Certifications such as PCNSE (Palo Alto Networks Certified Network Security Engineer)or equivalent expert-level network security credentials.

Prior experience working with AI-driven security dashboards, AIOps, or automatedconfiguration baseline evaluation suites (e.g., Best Practice Assessments)

Pay: From RM7,000.00 per month

Application Question(s):

Are you open to contact based job? 12 months, renewable

Language:

Mandarin (Preferred)

Work Location: In person

Ridik Sdn Bhd

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