Senior Manager, Technical Support (1pm - 10pm)
Sign up free to see how well your resume matches this role.
What you'll do
- 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 they're looking for
- 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
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About Us:
Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.
How We Work:
At Proofpoint you’ll 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
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!
Company
Company facts come from this company's own listings. We only show what the postings themselves carry.