Escalation Manager

Our Mission At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are built on challenging the status quo and we seek innovators who share our commitment to shaping the future of cybersecurity. Who We Are This role is remote but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Description The Escalation Manager is a strategic, high‑visibility role that provides the highest level of escalation for customer issues jeopardizing Palo Alto Networks business relationships and sales opportunities with key customers. The Escalation Manager will lead and manage the resolution of critical customer issues by forming a cross‑functional, geographically dispersed virtual team. The Escalation Manager will liaise with and work across various functional organizations and business units, from Support, Sales, Product Management, and development engineers to management and corporate executives. Your Impact Escalation LeadershipOwnership 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 Expedite ResolutionEngage and lead cross‑functional and geographically dispersed teams in executing action plans to address critical situations Strong ability to influence and assign tasks to successfully achieve all key objectives of the critical account and issues Clear accountability on relevant owners for driving to target service‑level objectives (SLO) and intermediate milestones Interlock with executive sponsors to help resolve roadblocks in a timely manner Communication and ReportingEffectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties Use dashboards and data to track progress toward SLO Set clear customer expectations and provide timely updates on troubleshooting and resolution plans for internal and customer‑facing communications Risk ManagementMake informed decisions on elevating urgency and applying relevant focus to solve for a situation with right governance, guardrails, and reviews in place Demonstrate strong judgment in risk management and problem mitigation, making timely decisions from both business and technical perspectives Retrospective and Preventive MeasuresRetrospectives and post‑mortem to improve processes, systems, and products Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems Recognize and report on problem areas to understand magnitude of the issue through number of cases or customers impacted Understand techniques to predict risks using data and AI models and systematically address them Co‑create and pilot proactive programs to reduce likelihood of customer and field escalations Qualifications Experience Fully fluent in Portuguese, English, and Spanish both written and verbal Customer‑centric attitude and focus on providing best‑in‑class service for customers and collaborators Customer Experience 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 Program/Project Management 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 Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like Collaboration and Influence Strong capacity for influencing, negotiating, and delegating efforts Ability to work in a fast‑paced, challenging environment with global customers Leadership and Communication Skills Experience effectively leading and motivating a cross‑functional team of professionals Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences (highly technical, less technical, executives, practitioners) Technical Skills Experience with networking/security products Knowledge of LAN/WAN technologies, encompassing general routing, switching, and security for both branch and data center architectures Additional Focus Ownership for driving progress and resolution of customers’ critical issues Engage and lead cross‑functional and geographically dispersed teams in executing action plans to address critical situations Effectively communicate critical issue status to executive staff, sales teams, and other invested parties Creative thinking, adaptability, and versatility Strong judgment in risk management and problem mitigation Additional Information The Escalation Manager role is part of the Global Incident and Escalation Management team within the Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions. The team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. Our Commitment We’re problem solvers that take risks and challenge cybersecurity’s status quo. 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 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. #J-18808-Ljbffr