Escalation Manager

Palo Alto Networks, Inc.; Boston (MA); On-site; USD 120,000 - 194,000; Full time

Job summary

Palo Alto Networks, Inc. in Boston, MA is seeking an Escalation Manager to bring order and focus to retention of existing customers and resolution of problems, within the Technical Support leadership team.

You will drive escalation processes, coordinate with Sales, R&D and Product Management, and own customer issues to ensure timely, high-quality outcomes in a high-visibility role.

Qualifications

• Expert knowledge of CyberArk technology and information security.
• Experience with large enterprise IT environments and ITSM processes.
• Ability to stay focused and calm under stress while communicating clearly.
• Demonstrated capability to take sole, independent responsibility.
• Strong multitasking across many detail-intensive, interdependent tasks.
• Knowledge of information security and network architecture concepts.
• Bachelor's degree in Computer Science or related field; DevOps exp preferred.
• IT project management experience in large enterprise environments is preferred.

Responsibilities

• Lead retention through effective escalation management and issue resolution.
• Analyze trends in retention and renewal processes to improve satisfaction.
• Be the central contact for customers, updating case progress toward resolution.
• Manage crisis situations with clear communication to all stakeholders.
• Set accurate expectations and coordinate with Sales, R&D, Product Management.
• Own customer issues and drive timely resolution with cross-functional teams.
• Ensure high standards in handling escalations and complaints.

Skills

CyberArk technology

Information Security

ITSM processes

Stress management

Independent ownership

Network Architecture concepts

Education

Bachelor’s Degree in Computer Science or related field

Tools

DevOps concepts & tools

IT Project Management tools

Job description

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

Job Description

The main responsibility of the Escalation Manager is to bring order, structure, and focused attention to retention of existing customers and 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 leadership team the Escalation Manager participates in defining and executing Technical Support department strategy. This is a high-visibility high-impact role within the Customer Care organization.

Responsibilities

• Customer retention through effective management of escalation
• Analyse trends behind customer retention, establish processes that lead to higher levels of customer satisfaction, and target levels of maintenance renewals
• Being a focal point of contact for the customer, keeping the customer up-to-date with case progress, making sure the real problem is being address to the customer's satisfaction.
• Crisis management
• Establish correct expectations and ensure resolution through effective communication with all parties involved
• Establish a focal point of contact for CyberArk, interfacing with other departments (i.e. Sales, R&D, Product Management).
• 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
• #LI-CT1

Qualifications

• Expert-level experience with CyberArk technology or Information Security field
• Understanding and experience of large enterprise IT environments, and related ITSM processes
• Ability to stay focused and calm under stress, clearly communicate to the customer and internal stakeholders
• Demonstrated ability to assume sole and independent responsibilities
• Ability to keep track of numerous detail-intensive, interdependent tasks and ensure their accurate completion
• Demonstrated knowledge of Information Security and Network Architecture concepts
• Bachelor’s Degree in Computer Science or related field.
• Experience with DevOps concepts and tools preferred
• IT Project Management experience in large enterprise environment preferred

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$119,700.00 - $193,600.00/yr

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 [e-mail].

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.

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