Expedited Resolution Specialist
Job Summary
We are seeking an Expedited Resolution Specialist 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.
The Ideal Candidate
You will be at the vanguard of our dedication to cybersecurity, addressing the most pressing situations for our customers. To be successful in this role, you must have a passion for customer satisfaction, a proactivity, efficiency, and unwavering dedication to constant refinement.
Key Responsibilities
* 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.
* Creative thinking, adaptability, and versatility are essential for success in this role.
Requirements
* Fully fluent in Portuguese, English, and Spanish both written and verbal.
* Customer Experience: 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.
* Program/Project management: Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues.
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
Benefits
* This is a unique opportunity to work with a leading cybersecurity company.
* As a key member of our team, you will have the opportunity to drive change and make a real impact on our customers' lives.
* Our company values diversity and inclusion, and we are committed to creating a workplace where everyone feels welcome and valued.
We offer competitive salaries, comprehensive benefits, and opportunities for growth and development. If you are passionate about customer satisfaction and have the skills and experience required for this role, we encourage you to apply.
Additional Information
The Team
The Expedited Resolution Specialists are part of the Global Incident and Escalation Management team which part of Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions.
Team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. Expedited Resolution Managers ensure focused technical leadership, effective coordination and communication, and streamlined decision-making.
Our Commitment
We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.