Job Title: Senior Technical Resolution Specialist
As a highly skilled and experienced Technical Resolution Specialist, you will play a pivotal role in providing escalated technical support to our customers. Your primary responsibility will be to lead cross-functional teams in resolving complex technical issues through effective communication and collaboration.
* Lead the resolution of critical customer issues through clear communication and collaboration with cross-functional teams.
* Drive streamlined escalation resolution by defining intake, scope, priority, exit criteria, and end-to-end processes.
* Engage and lead geographically dispersed teams in developing and executing action plans to address critical situations.
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
Requirements:
* Minimum 10 years of experience in customer-facing sales and/or service delivery roles.
* Experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles is desired.
* Strong leadership and communication skills.
* Able to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA, and experience in running and operating within SLA/SLO/Milestones paradigm.
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences.
Additional Information:
The Global Incident and Escalation Management team covers all Palo Alto offerings of cybersecurity platforms and solutions. The ideal candidate will possess excellent leadership and communication skills, with the ability to drive results in a fast-paced environment.