Escalation Manager jobs at Palo Alto in Brazil, São Paulo

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Escalation Leadership
  • Ownership for driving progress and resolution of customers' critical issues
  • Drive clear intake, scope, priority, exit criteria and end to end process to achieve streamlined escalation resolution
  • Drive global consistency across portfolio and customers
  • Maintain and improve procedures for customer and field personnel for escalation handling
  • Handle direct customer leadership and technical audiences as appropriate
• Expedite Resolution
  • Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
  • Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues
  • Clear accountability on relevant owners on driving to target service-level Objectives(SLO) and intermediate milestones leading up to it
  • Interlock with Executive Sponsors to help resolve roadblocks in a timely manner
• Communication and Reporting
  • Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties
  • Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO
  • Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communications
• Risk Management
  • Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place
  • A “whatever it takes” customer-first attitude and a willingness to go the extra mile to foster customer success
  • Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
• Retrospective and Preventive Measures
  • Retrospectives and PostMortem to help improve the process/system/product
  • Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
  • Recognitions and reporting on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areas
  • Understanding of techniques to predict risks using data and AI models and systematic approach to address
  • Co-create and pilot proactive programs to reduce likelihood of customer and field escalations

Your Experience

• Fully fluent in Portuguese, English, and Spanish both written and verbal
• Customer Experience
  • 10+ years of customer-facing sales and/or service delivery roles
  • Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
  • Customer centric attitude and focus on providing best-in-class service for customers and collaborators
• Program/Project management
  • Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
  • Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
  • Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like
• Collaboration and Influence
  • Strong capacity for Influencing, negotiating, and delegating efforts
  • Ability to work in a fast-paced, challenging environment with global customers
• Leadership and communication skills
  • Experience in being able to effectively lead and motivate a team of cross functional professionals
  • Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)
• Technical skills
  • Experience with Networking/Security Products
  • Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
• Ownership for driving progress and resolution of customers' critical issues
• Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
• Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
• Creative thinking, adaptability, and versatility
• Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
• Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future issues

All your information will be kept confidential according to EEO guidelines.

Your Impact

• Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations
• Develop strong relationships with our sales team, customers, partners and internal teams (TAC, Product Management, Engineering)
• Build and lead a team of Customer Success Engineers
• Drive performance metrics - CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, consumption, and customer engagement
• Ensure customers are maximizing their return on investment by implementing and operationalizing Palo Alto Networks solutions to achieve their objectives
• Assist customers in implementing custom integrations and workflows into their SOC
• Directly support customer requests, coordinate, and prioritize timely resolutions
• Develop a comprehensive understanding of business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
• Serve as a customer advocate in influencing product roadmap and improvements
• Ensure that engineers have the resources and processes necessary to confirm success and sustained performance through release cycles
• Deliver guidance and direction to the team supporting goals and objectives, maximize engineer opportunity to exceed targets
• Directly provide appropriate technical and soft skills training along with mentoring
• Ensure that consistent and standard onboarding training programs are used and delivered effectively
• Set team and individual goals in-line with overall organizational goals

Your Experience

• 8+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting
• 3+ years of experience in people management role
• Strong consulting and project management skills, with shown results working as a trusted advisor to drive business value for customers, including the ability to work well with client teams at different levels of technical and non-technical depth
• Technical experience in networking or cyber security Industries
• Public cloud experience is a plus
• Consistent success working with customer escalations - assessing and communicating customer expectations and negotiating resolutions
• Must be able to travel up to 30%

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Lead Cross-Functional Integration: Serve as the primary driver and coordinator for cross-functional integration activities across core business units, including Sales, Engineering, Product, HR, Legal, and Go-to-Market (GTM), in addition to Finance.

• Integration Process Refinement: Support the ongoing development, standardization, and implementation of the comprehensive M&A integration playbook and best practices for the IMO.

• Execution Management: Drive integration workstreams and manage execution against the overall deal timeline, proactively identifying dependencies and connecting functional leads across the organization.

• Risk & Issue Mitigation: Proactively identify, analyze, and manage potential integration issues and risk areas, providing clear, concise escalation paths and mitigation strategies to senior leadership.

• Performance Tracking & Reporting: Track key integration metrics (KPIs) and post-acquisition performance, preparing regular, data-driven reports for presentation to the Corporate Development team and Executive Leadership.

• Change Management: Coordinate and execute change management activities across the acquired company and Palo Alto Networks functions to ensure successful adoption of new processes, systems, and organizational structures.

Your Experience

• 6-10 years of related professional experience with strong career progression, including direct experience managing or supporting full-cycle M&A integration activities at a public, high-growth technology company or a top-tier consulting firm.

• Bachelor's degree in Business, Finance, Economics, or a related field. An MBA or equivalent advanced experience is preferred.

• Cross-Functional Acumen: Proven capability to quickly grasp the big picture of a new business model while understanding the execution details across diverse functions (e.g., product roadmaps, sales cycles, HR policies).

• Financial Acumen: Understanding financial modeling, with background in software, SaaS, appliance, and/or other technology industry business models. Able to understand and translate financial models into operational plans.

• Systems Proficiency (Plus): Experience with enterprise financial and business intelligence systems (e.g., SAP, Oracle, Workday, Tableau, or other BI tools) is a plus.

• Leadership & Communication: Exceptional team player with highly effective written and verbal communication skills and high Emotional Intelligence (EQ). Must be comfortable working proactively and independently to build and drive action plans.

• Adaptability: Possess intellectual curiosity and the willingness and ability to adapt to the rapid business and organizational demands inherent in a high-volume M&A environment.

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/commissioned roles) is expected to be between $158000 - $255000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

In this role, you will be an integral part of a group of Software and ML engineers that continuously surveys petabytes of data to find risks online and protect some of the world's most important and relied upon organizations from malicious software and hackers. You will directly contribute to our mission by building AI/ML systems that increase the effectiveness of our security products, and you will directly work with stakeholders to define, design and implement improvements to our software.

Your Impact

• Prototype, build, and improve AI systems and ML models, including large language model (LLM) and generative AI applications, to automate and enhance team workflows

• Strengthen infrastructure for data ETL, model training and lifecycle, MLOps, batch and real-time processing, and inference

• Mentor and coach other ML engineers on developing, fine-tuning, and evaluating both traditional and generative AI models

• Work directly with security professionals who use your software and AI systems every day to help them be more effective and improve the quality of their work

• Develop feature engineering, data pipelines, and transformations to deliver reliable data for model training and LLM inference

• Measure and refine model performance through metrics-driven evaluations and continuous experimentation

• Deliver, monitor, and continually improve secure AI and ML systems in production, including LLM-powered tools and automation features

Your Experience

• Experience with Python including delivering production-quality code and debugging in a production environment

• Expertise in one or more of:

  • MLOps expertise (e.g. Feature Store, Model Serving, Model Monitoring)

  • Data Engineering expertise (e.g. Airflow, Apache Beam, Dataflow, SQL)

  • Designing and building applications powered by LLMs and generative AI (for example: retrieval-augmented generation, intelligent search, entity linking, summarization, conversational interfaces, automated reasoning, and code understanding)

  • Applying modern AI techniques including LLMs, embeddings, fine-tuning, and prompt engineering, using frameworks such as Hugging Face Transformers, LangChain, OpenAI API, and PyTorch

• Experience operating ML systems in production environments

• Conceptual thinking and creativity; you demonstrate an ability to consider various techniques to solve different modeling problems we face

• Ability to collaborate and to convey complex technical concepts to both technical and non-technical stakeholders

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/commissioned roles) is expected to be between $157,200 - $254,100/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will center your role on relationship management to achieve measurable results in increased revenue, market share, and depth within each partner sales team at the assigned Partner Accounts. Your success in this role will span the creation and execution of unique business plans with each potential partner. You’ll be measured primarily on the joint business executed with these strategic partners at an international level, working at the heart of the VAR, GSI & MSSP account teams. You will be collaborating with a variety of internal stakeholders including Global / International Account Directors.

Your focus will be to drive enhanced alignment between the sales teams at PAN+Partners, as well as driving execution with excellence across account planning and pipeline management on all joint opportunities.

Your Impact

• Develop and execute business plans in collaboration with the Account Directors, driving all aspects of the partner relationship to maximize growth opportunities and ensuring the partner is well-positioned to deliver successful customer implementations and deployments
• Work well in a team environment to ensure partner and customer satisfaction
• Design a compelling value proposition that inspires this strategic partner to promote our solutions
• Develop/activate services based on our emerging and established technologies increasing revenue growth, and liaise closely with our product teams to innovate new solutions and GTM strategies to drive new ways to differentiate in the market and take market share (drive scale)
• Provide clear and consistent communication (internally and externally) across the region with partners to build strong partnerships throughout your assignment
• Lead regular business performance and relationship reviews with senior management and various stakeholders
• Build and maintain the activity of performance reports and activity dashboards

Your Experience

• 5+ years of experience in Channel Management, or Business Development roles within the enterprise software ecosystem and/or network security industry
• Fluency in both English and Spanish languages
• Understanding of the local MCA market
• Understanding of SP & GSI operating models is nice to have
• Knowledge of sales, marketing, and solution development
• Demonstrate strong initiative and ability to think creatively with excellent presentation, written, and overall communication skills
• Consistent track record of leading complex sales situations through negotiation and conflict resolution

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/commissioned roles) is expected to be between $650000/YR - $893000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

The LATAM Income Tax Manager will have in-depth knowledge of relevant tax rules, will monitor tax law developments and provide updates on current and upcoming global, regional (LATAM specific), and country-specific legislation, regulations, directives, administrative rulings, and case law.

Your Impact

• Serve as a primary Point of Contact for income tax matters in LATAM, working with the global tax team, LATAM accounting, finance, and business teams, and outside service providers.
• Ensure full compliance, administration, and reporting of income tax, monitor regulatory requirements and deadlines, manage reporting and payments, report to Santa Clara headquarters, and support the quarterly tax provision process
• Maintain the regional part of our global tax calendar, coordinate internally and with outside service providers regarding filing obligations and due dates to ensure accurate and timely filing of tax returns and related mandatory disclosures across LATAM jurisdictions
• Support Global expansion initiatives within LATAM, assisting with tax research of local country tax requirements, analysis of tax consequences of expansion to new jurisdictions, business models, transactions, and projects relating to other business initiatives
• Support company structure, including monitoring governance and execution of DEMPE functions within the LATAM region
• Assist in tax review of Palo Alto Networks' contracts with customers in LATAM.
• Assist with transfer pricing compliance and documentation for LATAM entities.
• Assist in M&A and post-transaction integration activities within the LATAM region
• Provide strategic support on LATAM tax examinations and inquiries by local tax authorities
• Support global international tax projects in design and execution relevant to LATAM
• Proactively identify issues, develop strategies, and drive implementation of solutions specific to the LATAM tax landscape
• Contribute to the design and implementation of automated tools to drive efficiency/process improvements in LATAM tax operations
• Research, interpret, and evaluate the tax impact of proposed regional (LATAM), OECD, and local country tax legislation on company transactions to ensure compliance across the region
• Work with cross-functional teams on treasury and tax strategies to support compliance and the corporate goals for the LATAM region

Skills and Experience

• Minimum Bachelor's degree in Tax, Accounting, or Finance; CPA, Contador, or equivalent certification in Brazil or another LATAM country is strongly preferred
• Must have 6-8 years or more of relevant international tax experience in Big 4, law firm, and/or tech industry, with significant exposure to Latin American tax regimes
• Strong technical tax knowledge and experience in planning, implementing, and managing global tax strategies and inter-company transactions, with a focus on LATAM intricacies
• Experience with international tax issues, transfer pricing, tax controversy, withholding tax, and Permanent Establishment analysis relevant to LATAM
• Capable of quickly understanding and integrating business objectives with tax strategies.
• Excellent written and verbal communication skills, including presentations of quantitative and strategic solutions and initiatives
• Excellent interpersonal skills with the ability to collaborate with business partners and consultants and all levels of management
• Proficient with Excel; G Suite is a plus; understanding of SAP or another similar Accounting / ERP system is required
• Strong research and analytical skills to understand complex tax issues
• Solution-oriented with the ability to work independently and productively in a dynamic environment

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Manage the overall day to day renewal operations of assigned direct reports and districts / regions in the LATAM regions
• Motivate your direct reports to drive pipeline development and revenues through renewal sales efforts leveraging the partner network
• Ability to accurately forecast to leadership teams and drive a committed number on a weekly, monthly, and quarterly basis to SR. Manager and VP
• Coaching and development of subordinates, bi-weekly 121's
• Supervise and assist direct reports on large deals through to completion
• Evaluate, and document, your direct reports based on Key Metrics and goals set by Leadership
• Monitor the outbound efforts of assigned you renewals reps by tracking and reporting weekly activities
• Collaborate with Sales Leaders to identify strategies to achieve sales goals and uncover new, high value opportunities alongside renewals
• Provide accurate, ongoing reporting through the continuous update and maintenance of necessary reports in Salesforce.com and other tools and applications
• Provide support for renewal escalations and your assigned districts

Your Experience

• At least 3+ years experience in Managing diverse enterprise renewals /sales teams
• At least 3+ years experience in leading 8-15 people, in the office and remote work environments
• At least 3+ years Experience in hiring, developing and retaining talent
• Proven Experience with channel /partner sales models renewals/ upsells
• Proven to consistently achieve renewal/ sales team goals through your leadership
• Proven ability to learn new technology quickly, as well as adapt to changing needs
• Excellent communication skills - the ability to build cross-functional relationships
• Strong organizational and analytical skills - the ability to work on many projects concurrently
• Excellent Microsoft Excel, Google Suite and Salesforce.com skills

All your information will be kept confidential according to EEO guidelines.