Senior Escalation Lead, Enterprise Tech Support

Palo Alto Networks, Inc.; Sandyford; Hybrid; EUR 70,000 - 95,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking an experienced Escalation Manager to bring order, structure, and focus to retention of existing customers and resolution of complex issues.

You will lead internal and customer meetings, drive timely problem resolution, and coordinate across Sales, R&D, and Product Management to ensure customer satisfaction. As part of the Technical Support organization, you’ll tackle high-visibility escalations, apply advanced de-escalation techniques, and maintain clear

Qualifications

• Understanding of large enterprise IT environments and ITSM processes.

Responsibilities

• Serve as internal and external point of contact on customer escalations and ensure issues are resolved promptly.
• Lead and manage internal and customer meetings, prepare agendas, adhere to timelines, facilitate discussions, and communicate actionable outcomes.
• Handle customer interactions with empathy and professionalism, using advanced de‑escalation techniques to manage expectations.
• Work with customers and teams across time zones and cultures, fostering relationships for smooth collaboration and efficient resolution.
• Represent Customer Support while interfacing with Sales, R&D, and Product Management to drive resolution of escalated issues.
• Demonstrate ownership and proactivity in resolving issues across groups.
• Monitor trends in retention, establish processes to improve satisfaction, and support renewals.
• Ability to work in shifts.

Skills

Enterprise IT

ITSM

Communication

Stakeholder mgmt

De-escalation

Collaboration

Calm under pressure

Security concepts

Project management

Customer focus

Education

Bachelor's Degree in Computer Science or related field

Tools

CyberArk

Salesforce

Tableau

SharePoint

DevOps concepts

Job description

Palo Alto Networks, Inc. is seeking an experienced Escalation Manager to bring order, structure, and focus to retention of existing customers and resolution of complex issues.

You will lead internal and customer meetings, drive timely problem resolution, and coordinate across Sales, R&D, and Product Management to ensure customer satisfaction. As part of the Technical Support organization, you’ll tackle high-visibility escalations, apply advanced de-escalation techniques, and maintain clear