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.
Requirements: 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.
This position is open to all candidates.