Job Overview
This role requires a highly skilled and experienced professional to manage escalations and resolve critical issues for our customers. The ideal candidate will have a strong background in customer-facing sales and/or service delivery roles, with experience in managing complex and critical issues.
Responsibilities:
* Lead cross-functional teams to resolve critical issues
* Manage multiple priorities and deadlines
* Develop and implement action plans to address critical situations
* Communicate effectively with executive staff, sales teams, and other invested parties
Requirements:
* 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
* Strong leadership and communication skills
* Ability to multitask and prioritize
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA, and experience in running and operating with the SLA/SLO/Milestones paradigm
Preferred Qualifications:
* Experience with Networking/Security Products
* Knowledge of LAN/WAN technologies
* Strong ability to influence and delegate efforts
What We Offer:
* A dynamic and fast-paced work environment
* The opportunity to work with a global team and customers
* Professional growth and development opportunities
Additional Information:
The Escalation Managers are part of the Global Incident and Escalation Management team which covers all Palo Alto offerings of cybersecurity platforms and solutions. This team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues.