Sr Escalation Manager, Technical Support

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