About the Job
We are seeking a highly skilled Escalation Manager to join our team. As an Escalation Manager, you will be responsible for leading and managing the resolution of customers' critical issues.
Your primary goal will be to drive progress and resolution of customers' critical issues by forming and leading interdepartmental teams. You will also be responsible for engaging with cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
You will work closely with various departments, including support, sales, product management, and development engineers to resolve complex and critical issues. Your ability to multitask and prioritize will be crucial in driving issues to closure on behalf of the customer.
Required Skills and Qualifications
* Fully fluent in Portuguese, English, and Spanish both written and verbal.
* 10+ years of customer-facing sales and/or service delivery roles.
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
* Customer centric attitude and focus on providing best-in-class service for customers and collaborators.
* Ability to manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues.
Benefits
This role offers a unique opportunity to join a dynamic team and contribute to the company's mission to provide top-notch cybersecurity solutions. As an Escalation Manager, you will have the chance to develop your skills and expertise while making a meaningful impact on the company's success.
Additional Information
The Escalation Managers are part of the Global Incident and Escalation Management team which covers all Palo Alto offerings of cybersecurity platforms and solutions. Team members are at the forefront of the company's dedication to cybersecurity, addressing the most pressing situations for customers and solidifying the company's reputation as the go-to cybersecurity partner.