Job Opportunity: Escalation Manager
Palo Alto Networks is seeking an experienced professional to lead the resolution of customers' critical issues, drive progress and resolution, and own procedures for customer and field personnel.
The ideal candidate will have 10+ years of customer-facing sales and/or service delivery roles, with experience as Escalation Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
Key skills include strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account, creativity, adaptability, and versatility, and a customer-centric attitude and focus on providing best-in-class service.
The role requires fully fluent in Portuguese, English, and Spanish both written and verbal, and familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with SLA/SLO/Milestones paradigm.
The team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. This is an exciting opportunity to solidify our reputation as the go-to cybersecurity partner.