**Job Title:** Escalation Manager
Job Description
We are seeking an experienced Escalation Manager to join our Global Incident and Escalation Management team. As an Escalation Manager, you will be responsible for leading the resolution of critical customer issues that impact our business relationships and sales opportunities.
You will form and lead interdepartmental teams to resolve complex issues, working closely with various Palo Alto Networks functional organizations and business units. Your goal will be to drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
Required Skills and Qualifications
* Fully fluent in English, Portuguese, and Spanish (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
* Program/Project management skills, including ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA, and experience in running and operating with the SLA/SLO/Milestones paradigm
Benefits
This role offers the opportunity to work with a dynamic team, where you can apply your skills and experience to make a meaningful impact. You will have the chance to:
* Develop and implement effective escalation processes to improve customer satisfaction and reduce issue resolution times
* Collaborate with cross-functional teams to identify and address systemic issues related to products and processes
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
* Drive continuous learnings and efficiency into the Escalation Management and Product Lifecycle
Others
The Escalation Managers are part of the Global Incident and Escalation Management team, which is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. This team ensures focused technical leadership, effective coordination and communication, and streamlined decision-making.