Job Overview
Palo Alto Networks is seeking a highly skilled Escalation Manager to join our team. In this role, you will be responsible for managing and resolving customer escalations in a timely and effective manner.
Key Responsibilities:
* Lead and manage the resolution of customers' critical issues by forming and leading interdepartmental teams.
* Develop and implement action plans to address critical situations.
* Communicate effectively with executive staff, sales teams, and other invested parties.
* Make informed decisions on elevating urgency and apply relevant focus to solve for a situation.
Requirements:
Candidates should have:
* 10+ years of customer-facing sales and/or service delivery roles.
* Experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles.
* Fully fluent in Portuguese, English, and Spanish both written and verbal.
Preferred Qualifications:
Desirable skills include:
* Program/project management experience.
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures.
Benefits:
As an Escalation Manager at Palo Alto Networks, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. You will also have access to a comprehensive benefits package, including medical, dental, and vision insurance, as well as a generous retirement plan.
Our Commitment:
At Palo Alto Networks, we are committed to providing a diverse and inclusive work environment that allows our employees to grow and develop their careers. We believe that everyone deserves equal opportunities, regardless of their background, race, gender, sexual orientation, or disability. We celebrate diversity and welcome applications from all qualified candidates.