Job Description As a high-visibility Escalation Manager, you will provide strategic leadership in resolving critical customer issues that impact Palo Alto Networks business relationships and sales opportunities. Responsibilities: * Lead interdepartmental virtual teams to resolve complex customer issues. * Liaise with various Palo Alto Networks functional organizations and business units. * Manage escalation processes, drive consistency across the portfolio, and maintain procedures for customer and field personnel. * Communicate effectively with direct customers, technical audiences, executive staff, sales teams, and other invested parties. The Escalation Manager will be responsible for driving progress and resolution of customers' critical issues. This involves expediting resolutions by engaging cross-functional teams to develop action plans. Strong communication skills are essential in this role to effectively communicate critical issue status. The role demands proactive problem-solving skills with a focus on constant refinement. The ability to work efficiently while maintaining an unwavering dedication to customer satisfaction is essential. ----------------------------------- Required Skills & Qualifications Your Career The ideal candidate will have: * 10+ years of customer-facing sales or service delivery experience; * Experience as an Escalations Engineer/Manager or Technical Account Management; * Knowledge of Networking/Security Products; LAN/WAN technologies; Routing/Switching/Security; Fully fluent in Portuguese English Spanish both written verbal; ----------------------------------- About Us:A Problem Solver Taking Risks And Challenging Cybersecurity's Status Quo