What are the responsibilities and job description for the Customer Success Engineer – NGFW position at Russell Tobin?
About the role!
Job Title: Customer Success Engineer – NGFW
Location: Santa Clara, CA (Onsite 3–4 days/week)
Overview
We are seeking a highly skilled Customer Success Engineer to join a dynamic and fast-paced environment. In this role, you will act as a product expert, technical advisor, and customer advocate, ensuring customers achieve maximum value from network security solutions.
You will take a proactive approach to customer engagement, supporting integrations, optimizing deployments, and driving successful adoption of advanced security technologies.
Key Responsibilities
- Provide deep technical expertise in Next Generation Firewall (NGFW) technologies
- Partner with Product and Engineering teams to design, integrate, and implement network security and endpoint solutions
- Act as a customer advocate, influencing product adoption, roadmap feedback, and innovative use cases
- Ensure customers maximize ROI by successfully implementing and operationalizing solutions
- Support and manage technical escalations and complex customer environments
- Collaborate with account teams to deliver high-touch engagement strategies and technical success plans
Qualifications
- 5 years of experience in network security engineering, operations, support, or professional services
- Strong knowledge of NGFW platforms
- Experience with enterprise infrastructure: routers, switches, servers, wireless, monitoring, and management tools
- Working knowledge of Windows, macOS, and Linux
- Relevant certifications preferred:
- Network Security (PCNSA, PCNSE, etc.)
- Or industry certifications such as CISSP, CCNA, CCNP, CCIE
- Proven ability to act as a trusted technical advisor across technical and non-technical stakeholders
- Experience handling customer escalations, account management, and project delivery
- Ability to thrive in a cross-functional (matrixed) team environment
What Success Looks Like
- Strong customer adoption and satisfaction
- Effective resolution of technical challenges
- Successful deployment and optimization of security solutions
- Strategic contribution to customer success and product evolution