Sr Escalation Manager, Technical Support

Sofia, Bulgaria

Dublin, Dublin, Ireland Global Customer Services Ref ID: JR-019713

Our Mission

At Palo Alto Networks®, we’re 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. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

The main responsibility of the Escalation Manager is to bring order, structure, and focused attention to the retention of existing customers and the resolution of customer problems to gain complete customer satisfaction. The Escalation Manager has overall responsibility for driving, participating, and managing overall problem resolution and escalation process at the situation level. As a member of a Technical Support team, the Escalation Manager participates in defining and executing department strategy. This is a high-visibility high-impact role within the organization.

Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as soon as possible

Lead and manage internal and customer meetings. Prepare agendas, adhere to timelines, facilitate discussions, and ensure clear communication of actionable outcomes.

Handle customer interactions with empathy and professionalism. Use advanced de-escalation techniques to manage expectations and resolve issues.

Work effectively with customers and colleagues across time zones and cultures. Foster strong relationships with global teams to ensure smooth collaboration and efficient issue resolution.

Represent Customer Support organization while interfacing with other departments (i.e. Sales, R&D, Product Management) to drive resolution of escalated issues

Demonstrate ownership of customer issues and work proactively with different customer groups to resolve issues in a timely manner.

Ensure that all customer escalations and complaints are managed to excellent professional standards.

Analyze trends behind customer retention, establish processes that lead to higher levels of customer satisfaction, and target levels of maintenance renewals.

Ability to work in Shifts

Qualifications

Understanding and experience of large enterprise IT environments, and related ITSM processes.

Minimum 5 years’ experience in Enterprise technical support, system administration, or related customer-facing roles.

Excellent communication skills. Ability to clearly 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.

Bachelor’s Degree in Computer Science or related field.

Experience with CyberArk technology or Information Security field and IT Project Management is preferred

Experience with DevOps concepts, Salesforce, Tableau and SharePoint would be an advantage.

Our Commitment

We’re trailblazers that dream big, 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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.