Your Career
The Escalation Manager position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing the Palo Alto Networks business relationship and/or sales opportunities with key customers.
The Escalation Manager will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed Palo Alto Networks virtual team which are formed based on the customer and escalation needs.
In leading the virtual team, the escalations Manager as individual contributor will liaise with and work across various Palo Alto Networks functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.
Your Impact
Escalation Leadership
Expedite Resolution
Communication and Reporting
Risk Management
Retrospective and Preventive Measures
Your Experience
BE/B.Tech engineering, equivalent technical degree or equivalent military experience required
10+ years of experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management roles in Networking/ security industry
Must have experience with Networking/Security Products
Must have Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
Experience with VPN (IPSec, SSL tunnels) technologies
Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like
Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
Ability to work in a fast-paced, challenging environment with global customers
Ownership for driving progress and resolution of customers' critical issues
Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future issues
The Team
The Escalation Managers are part of the Global Incident and Escalation Management team which part of Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions.
Team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. Escalation Managers(EM) 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, you will hold a central position in solidifying our reputation as the go-to cybersecurity partner. This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.
Driving continuous learnings and efficiency into the Escalation Management and Product Lifecycle is one of the key areas for the team as we continue our focus on customer experience.
Our Commitment
We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
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