Find It Jobs in Dublin 2, D

Sr Escalation Manager, Technical Support
Palo Alto Networks —Dublin, County Dublin
- Computer Science
- Salesforce
- DevOps
11d
IT Infrastructure Project Manager
Elwood Roberts —Dublin, County Dublin
- €500–€675 a day
- Full-time
- Bachelor's degree
- No degree
- Organisational skills
Quick apply
Staff Engineer (IT Automation & AI-native Transformation)
SoSafe —Dublin, County Dublin
- Full-time
- Remote
- Microsoft Excel
- Leadership
- Communication skills
- Referral programme
Level 3 Senior Network Engineer (Cisco ACI required)
ICON Plc —Dublin, County Dublin
- Full-time
- Azure
- AWS
- Analysis skills
IT Manager
Carrolls Irish Gifts —Dublin, County Dublin
- Full-time
- Azure
- Windows
- POS
Quick apply
1h
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
13d
AI Solution Architect - AWS Senior Manager - Data & AI - Technology Consulting - Advisory
PwC —Dublin, County Dublin
- Full-time
- Computer Science
- Engineering
- Master's degree
Technical Support Engineer 3, Premier - EMEA
Datadog —Dublin, County Dublin
- Weekend availability
- Linux
- Employee stock purchase plan
Quick apply
IT Trainer
IDA Ireland —Dublin, County Dublin
- €53,071–€78,059 a year
- Salesforce
- Microsoft Office
- Analysis skills
Quick apply
5d
Network Engineer
Elwood Roberts —Dublin, County Dublin
- €45,000–€70,000 a month
- Full-time
- Hybrid work
- Azure
- Computer Science
- AWS
Quick apply
Senior Network Engineer
Salesforce —Dublin, County Dublin
- Full-time
- Engineering
- Analysis skills
- No degree
Senior Technical Officer (IT Network Engineer)
Trinity College Dublin —Dublin, County Dublin
- €61,736–€74,170 a year
- Full-time
3d
Information Technology Cross-Function Assistant Vice President
Sumitomo Mitsui Banking Corporation —Dublin, County Dublin
- €49,000–€93,000 a year
- Hybrid work
- Computer Science
- No degree
- Agile
- Annual leave
Senior IT Infrastructure Administrator, Networking
Confluence Technologies —Dublin, County Dublin
- Weekend availability
- Hybrid work
- Mentoring
- Scripting
- Python
- Annual leave
- Referral programme
Quick apply
Senior IT Internal Auditor
Sumup —Dublin, County Dublin
- English
- IT
- Annual leave
- Gym membership
IT Systems Analyst - EMEA Change
American International Group UK Limited, Ireland Branch & AIG Europe S.A. (Ireland Branch) —DUBLIN 1, County Dublin
- Full-time
Quick apply
12d
IT Systems Engineer - Active Directory
PlayStation Global —Dublin, County Dublin
- On call
- Computer Science
- Bachelor's degree
- No degree
Quick apply
5h
Manager - Technical Support
Sprinklr —Dublin, County Dublin
- Full-time
- Microsoft Excel
- Management
- Social media management
- Annual leave
Senior IT Security & Network Engineer / Architect 12-Month Contract | Dublin
Hadfield Green —DUBLIN 2, County Dublin
- Communication skills
- Python
Senior Network Engineer - Solution Test
Arista Networks —Dublin, County Dublin
- Full-time
- Master's degree
- Bachelor's degree
- Scripting
Quick apply

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Sr Escalation Manager, Technical Support

Palo Alto Networks -
Dublin, County Dublin

Apply Now

Job details

11 days ago

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

Dublin, Ireland Global Customer Services Ref ID: JR-018285

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!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

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 dublin 2, d

Sr Escalation Manager, Technical Support

IT Infrastructure Project Manager

Staff Engineer (IT Automation & AI-native Transformation)

Level 3 Senior Network Engineer (Cisco ACI required)

IT Manager

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

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

Technical Support Engineer 3, Premier - EMEA

IT Trainer

Network Engineer

Senior Network Engineer

Senior Technical Officer (IT Network Engineer)

Information Technology Cross-Function Assistant Vice President

Senior IT Infrastructure Administrator, Networking

Senior IT Internal Auditor

IT Systems Analyst - EMEA Change

IT Systems Engineer - Active Directory

Manager - Technical Support

Senior IT Security & Network Engineer / Architect 12-Month Contract | Dublin

Senior Network Engineer - Solution Test

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