Find It Jobs in Celbridge County Kildare

Sr Escalation Manager, Technical Support
Palo Alto Networks —Dublin, County Dublin
- Full-time
- Computer Science
- Salesforce
- DevOps
AI Solution Architect - AWS Senior Manager - Data & AI - Technology Consulting - Advisory
PwC —Dublin, County Dublin
- Full-time
- Computer Science
- Engineering
- Master's degree
German-Speaking Technical Support Engineer - Elastic Cloud Storage
Dell Technologies —Dublin, County Dublin
- Weekend availability
- Customer service
- English
- Windows
Level 3 Senior Network Engineer (Cisco ACI required)
ICON Plc —Dublin, County Dublin
- Full-time
- Azure
- AWS
- Analysis skills
Category Sourcing Expert - IT Category
Verizon —Dublin, County Dublin
- Google Suite
- Microsoft Office
- Master's degree
- Annual leave
- Employee assistance program
Service Driver HGV - Shred-It
Stericycle —Dublin, County Dublin
- Heavy lifting
- Customer service
- Life insurance
FS Technology Consulting - Senior Solution Architect - Senior Manager/Director - Dublin
EY —DUBLIN 2, County Dublin
- Full-time
- Hybrid work
- Computer Science
- DevOps
- Engineering
- Gym membership
11d
Senior Solution Architect – D365 CE
Uniphar PLC —DUBLIN 24, County Dublin
- Full-time
- Azure
- Customer service
- JavaScript
Quick apply
German-Speaking Senior Technical Support Engineer – Elastic Cloud Storage
Dell Technologies —Dublin, County Dublin
- Full-time
- Customer service
- English
- Analysis skills
Senior IT Internal Audit role
Primark —Dublin, County Dublin
- IT
- Communication skills
- Time management
9d
Temp - Technical Data Solution Architect (VP)
Sumitomo Mitsui Banking Corporation —Dublin, County Dublin
- €310–€660 a day
- Hybrid work
- Computer Science
- Master's degree
- SQL
- Annual leave
SAP SCM Solution Architect
Bluecrux —Dublin, County Dublin
- Full-time
- Hybrid work
- Engineering
- English
- Master's degree
Quick apply
IT Platform Lead
Supermetrics —Dublin, County Dublin
- AI
- Python
Quick apply
Solutions Architect
Information Services Corporation —Dublin, County Dublin
- Full-time
- Azure
- Computer Science
- DevOps
Solution Architect - Engine by Starling
Starling —Dublin, County Dublin
- Full-time
- Hybrid work
- System design
- Communication skills
- Banking
- Life insurance
Quick apply
Oracle Cloud Financials Solution Architect, Hybrid
Deloitte —Dublin, County Dublin
- €90,000 a year
- Full-time
- Hybrid work
- Oracle
- Business development
- Leadership
Partner Solutions Architect
Nebius —Dublin, County Dublin
- Remote
- Azure
- AWS
- AI
Quick apply
Platform and Solution Architect
Fresenius Medical Care —Dublin, County Dublin
- Full-time
- Hybrid work
- Azure
- English
- AWS
Senior Solutions Architect, Ireland
Amazon Web Services EMEA SARL (Irish Branch) —Dublin, County Dublin
- Full-time
- AWS
- Analytics
UKI Technology Consulting - SAP Solution Architect - Ireland - Senior Manager
EY —DUBLIN 2, County Dublin
- Full-time
- Hybrid work
- Azure
- Engineering
- Master's degree
- Gym membership
- Referral programme

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Sr Escalation Manager, Technical Support

Palo Alto Networks -
Dublin, County Dublin

Apply Now

Job details

Full-time

Qualifications

System administration
Computer Science
Salesforce
DevOps
Technical support
Tableau
Information security
Bachelor's degree
SharePoint
Network architecture
IT
CyberArk
Communication skills

Full job description

Sofia, Bulgaria
Dublin, Dublin, Ireland Global Customer Services Ref ID: JR-019713

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

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

Serve as an internal and external point of contact on customer escalations and 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 effectively with customers and colleagues across time zones and cultures. Foster strong relationships with global teams to ensure smooth collaboration and efficient issue resolution.
Represent Customer Support organization while interfacing with other departments (i.e. Sales, R&D, Product Management) to drive resolution of escalated issues
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.
Analyze trends behind customer retention, establish processes that lead to higher levels of customer satisfaction, and target levels of maintenance renewals.
Ability to work in Shifts

Qualifications

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 clearly explain complex technical concepts to both technical and non-technical stakeholders.
Proven track record of providing concise updates to customers and internal teams.
Ability to remain calm, composed, and articulate when dealing with difficult customer situations.
Ability to keep track of numerous detail-intensive, interdependent tasks and ensure their accurate completion.
Passion for solving customer issues in a fast-paced and highly technical environment.
Demonstrated 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.

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.

Apply Now

Refine Your Search

it jobs in celbridge county kildare

Sr Escalation Manager, Technical Support

AI Solution Architect - AWS Senior Manager - Data & AI - Technology Consulting - Advisory

German-Speaking Technical Support Engineer - Elastic Cloud Storage

Level 3 Senior Network Engineer (Cisco ACI required)

Category Sourcing Expert - IT Category

Service Driver HGV - Shred-It

FS Technology Consulting - Senior Solution Architect - Senior Manager/Director - Dublin

Senior Solution Architect – D365 CE

German-Speaking Senior Technical Support Engineer – Elastic Cloud Storage

Senior IT Internal Audit role

Temp - Technical Data Solution Architect (VP)

SAP SCM Solution Architect

IT Platform Lead

Solutions Architect

Solution Architect - Engine by Starling

Oracle Cloud Financials Solution Architect, Hybrid

Partner Solutions Architect

Platform and Solution Architect

Senior Solutions Architect, Ireland

UKI Technology Consulting - SAP Solution Architect - Ireland - Senior Manager

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