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 a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

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

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 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.

Key Responsibilities

Escalation Leadership

• Ownership 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 Resolution

Communication and Reporting :

Risk Management

Retrospective and Preventive Measures :

Qualifications

Your Experience

Your Impact

Additional Information

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 accommodations@paloaltonetworks.com.

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.