Escalation Resolution Specialist
The position of Escalation Resolution Specialist is a high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing our business relationship and/or sales opportunities with key customers.
Job Description
This position involves leading and managing the resolution of critical customer issues by forming and leading an interdepartmental, cross-functional team which is formed based on the customer and escalation needs.
* Ownership for driving progress and resolution of customers' critical issues
* Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution
* Drive global consistency across portfolio and customers
* Maintain and improve procedures for customer and field personnel for escalation handling
* Handle direct customer leadership and technical audiences as appropriate
Qualifications
The ideal candidate will have:
* Fully fluent in Portuguese, English, and Spanish both written and verbal
* 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
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Strong capacity for influencing, negotiating, and delegating efforts
* Leadership and communication skills
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences
* Experience with Networking/Security Products
About the Team
The Global Incident and Escalation Management team is part of Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions. The team ensures focused technical leadership, effective coordination and communication, and streamlined decision-making. As Escalation Managers, each team member will be at the vanguard of our dedication to cybersecurity, addressing the most pressing situations for our customers and solidifying our reputation as the go-to cybersecurity partner.