As an Escalation Manager, you will be responsible for providing high-level support to customers with critical issues.
About the Role
* Drive clear intake and resolution processes to achieve streamlined escalation outcomes.
* Maintain and improve procedures for customer and field personnel handling escalations.
* Engage with cross-functional teams to develop action plans addressing critical situations.
Key Skills and Qualifications
* 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, or similar roles.
Benefits and Opportunities
The Global Incident and Escalation Management team provides a dynamic work environment covering all Palo Alto cybersecurity platforms and solutions. We are committed to accommodating qualified individuals with disabilities.