Engineering Escalation Manager (Identity)

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

We are looking for an experienced Engineering Escalation Manager to join our team and serve as a key bridge between Engineering, Support, Product, Customer Success, and Sales. In this role, you will drive strategic initiatives, improve operational excellence, and ensure we deliver an exceptional customer experience at scale.

Key Responsibilities

• Become a subject matter expert in customer challenges within the IAM domain, driving alignment across Support, Sales, Customer Success, Product, and Engineering to improve collaboration and accelerate resolution of critical issues.
• Partner with Engineering and Support Engineering teams on strategic, global initiatives that improve scalability, efficiency, and customer outcomes.
• Collaborate with cross-functional leaders to identify operational gaps, implement improvements, and establish best practices that enhance customer experience.
• Own and continuously improve escalation processes, ensuring high-impact customer issues are effectively managed, resolved, and transformed into actionable product insights.
• Build and optimize feedback loops between customers, support teams, and engineering teams to ensure customer insights influence product strategy and roadmap decisions.
• Leverage data and operational insights to identify trends, improve team performance, and drive continuous improvements in product adoption and customer satisfaction.
  
  

Qualifications

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, a related field, or equivalent practical experience.
• 8+ years of experience in a technical, customer-facing role such as Escalation Management, Support Engineering, or Technical Account Management.
• Demonstrated experience managing complex technical escalations and driving them to resolution across multiple teams.
• Excellent cross-functional collaboration skills with a proven ability to influence and align stakeholders (e.g., Engineering, Product, Support).
• A data-driven and outcome-oriented mindset, with experience using metrics to guide decisions and process improvements.
• Strong customer advocacy skills with experience building feedback loops to influence product roadmaps.
  
  

Preferred Qualifications

• Experience in the Identity and Access Management (IAM) domain.
• Experience in a product-minded role, connecting technical expertise with business impact and customer needs.
• A continuous improvement mindset with a track record of enhancing operational processes.
  
  

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 [email protected].

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.