Job Overview
Palo Alto Networks seeks a highly skilled Critical Issue Resolution Lead to join our team. As a key member of our Global Incident and Escalation Management team, you will be responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues.
Key Responsibilities:
• Lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team.
• Collaborate with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues.
• Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
• Maintain and improve procedures for customer and field personnel for escalation handling.
• Handle direct customer leadership and technical audiences as appropriate.
Requirements:
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.
Able to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
Strong ability to influence and effectively communicate complex topics to different tiers of audiences.
Experience with Networking/Security Products and knowledge of LAN/WAN technologies is required.
Benefits:
As a key member of our team, you will have the opportunity to work with a diverse group of innovators who are passionate about shaping the future of cybersecurity. Our team is dedicated to providing exceptional customer service and ensuring that our customers receive the highest level of support possible. We offer a competitive salary and benefits package, including medical, dental, and vision insurance, as well as a 401(k) matching program.
About Us:
Palo Alto Networks is committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [removed].