Job Title: Escalation Manager - Global Cybersecurity Leader
Job Summary:
As a key member of our Global Incident and Escalation Management team, you will be responsible for leading the resolution of critical customer issues that jeopardize our business relationship and sales opportunities. You will provide strategic leadership in managing cross-functional teams to drive expedited response, remedy, resolution, and learnings for our most critical issues.
About the Role:
In this high-visibility role, you will work closely with various Palo Alto Networks functional organizations and business units to resolve complex and critical issues. You will engage and lead cross-functional teams in developing and executing action plans to address critical situations, effectively communicate issue status to executive staff, sales teams, and other invested parties, and make informed decisions on elevating urgency and applying relevant focus to solve for situations with right governance, guardrails, and reviews in place.
About You:
To succeed in this role, you must have 10+ years of customer-facing sales and/or service delivery roles, with experience as an Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired. You should be fully fluent in English, Spanish, and Portuguese, both written and verbal, and possess strong capacity for influencing, negotiating, and delegating efforts. Experience with tools like Salesforce, Asana, Tableau, JIRA, and familiarity with SLA/SLO/Milestones paradigm is highly valued.
Responsibilities:
* 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.
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.
Requirements:
* Fully fluent in English, Spanish, and Portuguese, both written and verbal.
* 10+ years of customer-facing sales and/or service delivery roles.
* Experience as an Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
* Strong capacity for influencing, negotiating, and delegating efforts.
* Experience with tools like Salesforce, Asana, Tableau, JIRA.
* Familiarity with SLA/SLO/Milestones paradigm.
What We Offer:
At Palo Alto Networks, we value our employees' contributions and offer competitive compensation and benefits packages. If you are passionate about cybersecurity and willing to go the extra mile to foster customer success, please apply now!],