Palo Alto Networks
10,000+ employees
🔒 Cybersecurity
🏢 Enterprise
💰 $1M Seed Round - Morta Security on 2013-02
Cybersecurity • Enterprise
Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.
Senior Escalation Manager, Technical Support
🔥 0 minutes ago
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Palo Alto Networks
10,000+ employees
🔒 Cybersecurity
🏢 Enterprise
💰 $1M Seed Round - Morta Security on 2013-02
Cybersecurity • Enterprise
Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.
📋 Description
• Serve as an internal and external point of contact on customer escalations • 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 with customers and colleagues across time zones and cultures • Foster relationships with global teams to support collaboration and issue resolution • Represent Customer Support while interfacing with Sales, R&D, Product Management, and other departments • Own customer issues and proactively work with customer groups to resolve them • Ensure customer escalations and complaints are managed to excellent professional standards • Analyze customer retention trends • Establish processes that improve customer satisfaction and target maintenance renewal levels • Work in shifts • Participate in defining and executing Technical Support department strategy
🎯 Requirements
• 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 explain complex technical concepts to technical and non-technical stakeholders • Proven track record of providing concise updates to customers and internal teams • Ability to remain calm, composed, and articulate during difficult customer situations • Ability to track numerous detail-intensive, interdependent tasks and ensure accurate completion • Passion for solving customer issues in a fast-paced, highly technical environment • 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 • Ability to work in shifts • Must be eligible to work in Ireland; immigration sponsorship is not provided
🏖️ Benefits
• Remote work • Reasonable accommodations for qualified individuals with a disability or special need • Diverse and inclusive workplace • Immigration sponsorship is not provided
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