Job Overview
We are seeking a highly skilled professional to join our team as an Escalation Manager. As an integral member of our Global Incident and Escalation Management team, you will play a pivotal role in driving expedited response, remedy, resolution, and learnings for our most critical issues.
Key Responsibilities:
* Provide high-level escalation support for customer issues that jeopardize business relationships and sales opportunities.
* Lead and manage the resolution of customers' critical issues by forming and leading cross-functional teams.
* Collaborate with various functional organizations and business units to drive clear intake, scope, priority, exit criteria, and end-to-end processes.
* Develop and maintain procedures for customer and field personnel for escalation handling.
* Engage with direct customer leadership and technical audiences to communicate complex topics clearly and concisely.
Requirements
Technical Skills:
* Experience with Networking/Security Products.
* Knowledge of LAN/WAN technologies, including general routing/switching/security for both branch and data center architectures.
Soft Skills:
* Strong communication and leadership skills.
* Ability to influence and delegate efforts effectively.
* Excellent problem-solving and risk management skills.
* Capacity to work in a fast-paced environment with global customers.
Preferred Qualifications:
* 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.
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA, and experience in running and operating with SLA/SLO/Milestones paradigm.
What We Offer
As a valued member of our team, you can expect a dynamic and challenging work environment with opportunities for growth and development. We are committed to providing reasonable accommodations for all qualified individuals with a disability.
Equal Employment Opportunity
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.