Senior Manager, Technical Support (1pm - 10pm)

Exceptional in execution and impact

The Role

Proofpoint is seeking an experienced Sr. Technical Support Manager with proven tactical and strategic skills who will be instrumental in developing our future support strategy and will be responsible for delivering a high level of customer service to large enterprise customers.

This position will manage a team of Product Support Engineers assisting clients in the US (covering hours 1:00-10:00pm GMT) which includes, but is not limited to; managing procedures related to the identification, prioritization and resolution of customer requests, ticket monitoring, tracking, coordination of Support resources and the ability to communicate information at all levels (customer, engineering, and executive).

Your day-to-day

• Work collaboratively with cross-functional teams in Product Management, Engineering and Operations to ensure exceptional customer experience
• Utilize data analytics to identify areas of product improvement and serviceability for support Hire, on-board, coach and develop support staff
• Drive customer escalations to resolution by leading and engaging with customers directly.
• Help develop process around continuous improvement in Support. Ability to identify and manage support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven

Qualifications

• Track record of managing enterprise class support teams and creating processes that lead to an efficient customer support organization
• Knowledge of security platforms, email protection, cloud services and software as a service (SaaS) Experience with next-generation support models, including but not limited to, email, phone, social media, communities, chat etc.
• Ability to self-direct, multi-task and prioritize job requirements Experience of using CRM and metric reporting platforms

Excellent verbal, written and interpersonal communication skills

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:

Competitive compensation

Comprehensive benefits

Career success on your terms

Flexible work environment

Annual wellness and community outreach days

Always on recognition for your contributions

Global collaboration and networking opportunities

Our Culture:

Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.

We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to accessibility@proofpoint.com.

How to Apply

Interested? Submit your application along with any supporting information- we can’t wait to hear from you!