Sr. Manager, Technical Support
Sr. Manager, Technical Support
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Job Description
About Us:
We are the leader in human-centric cybersecurity. Half a million customers including 87 of the Fortune 100 rely on Proofpoint to protect their organizations. Were driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.
How We Work:
At Proofpoint youll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: Bold in how we dream and innovate Responsive to feedback challenges and opportunities Accountable for results and best-in-class outcomes Visionary in future-focused problem-solving Exceptional in execution and impact.
Corporate Overview
Proofpoint is a leading cybersecurity company protecting organizations greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions Proofpoint helps companies around the world stop targeted threats safeguard their data and make their users more resilient against cyber attacks. Leading organizations of all sizes including more than half of the Fortune 1000 rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email the cloud social media and the web.
We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. Thats why were a leader in next-generation cybersecurity.
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
What you bring to the team
- 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
Protecting people is at the heart of our award-winning cybersecurity solutions andthe people who work here are the key tooursuccess. Were a customer-focused and driven-to-win organisation with leading-edge products. We are an inclusive diverse multinational company that believes in culture fit but more importantly culture-add and we strongly encourage people from all walks of life to apply.
We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint! #LifeAtProofpoint
Why Proofpoint At Proofpoint we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons youll love working with us:
Competitive compensation
Comprehensive benefits
Learning & Development: We are committed to the growth and development of our team members offering a range of programs including leadership and professional development workshops stretch project assignments and mentoring opportunities to help employees reach their full potential.
Flexible work environment: Remote options hybrid schedules flexible hours etc..
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 . How to Apply Interested Submit your application here We cant wait to hear from you!
Required Experience:
Manager
Employment Type
Full-Time
