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About the Role

The Escalation Manager will bring order, structure, and focused attention to customer retention and problem resolution, ensuring complete customer satisfaction. This high-visibility role involves driving and managing the overall problem resolution and escalation process, contributing to department strategy within the Technical Support team.

Responsibilities

• Serve as an internal and external point of contact on customer escalations, ensuring prompt issue resolution.
• Lead and manage internal and customer meetings, including preparing agendas, adhering to timelines, facilitating discussions, and communicating actionable outcomes.
• Handle customer interactions with empathy and professionalism, utilizing advanced de-escalation techniques.
• Work effectively with customers and global teams across different time zones and cultures.
• Represent the Customer Support organization when interfacing with other departments like Sales, R&D, and Product Management to resolve escalated issues.
• Demonstrate ownership of customer issues and proactively work with various customer groups for timely resolution.
• Ensure all customer escalations and complaints are managed to excellent professional standards.
• Analyze trends in customer retention, establish processes for higher customer satisfaction, and target maintenance renewal levels.
• Ability to work in shifts.

Requirements

• Understanding and experience of large enterprise IT environments and related ITSM processes.
• Minimum 5 years of experience in Enterprise technical support, system administration, or related customer-facing roles.
• Excellent communication skills, with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
• Proven track record of providing concise updates to customers and internal teams.
• Ability to remain calm, composed, and articulate when dealing with difficult customer situations.
• Ability to keep track of numerous detail-intensive, interdependent tasks and ensure their accurate completion.
• Passion for solving customer issues in a fast-paced and highly technical environment.
• Demonstrated knowledge of Information Security and Network Architecture concepts.

Skills

• CyberArk technology or Information Security field
• IT Project Management
• DevOps concepts
• Salesforce
• Tableau
• SharePoint

Location

• Remote
• Hybrid
• Onsite

Work Type

• Full-time

Experience Level

• Minimum 5 years

Education Level

• Bachelor’s Degree in Computer Science or related field

About the Company

• Palo Alto Networks is united by a shared mission to protect our digital way of life.
• We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking.
• We are trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
• We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.
• We believe collaboration thrives in person, supporting real-time problem-solving, stronger relationships, and precision that drives great outcomes.

Equal Opportunity

• 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, 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.
• We are committed to providing reasonable accommodations for all qualified individuals with a disability.