Lead, Technical Support - Remote Eligible

Cybersecurity Support Engineer

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. We're 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, 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.

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. That's why we're a leader in next-generation cybersecurity.

The Role

As an experienced engineer yourself, you will lead a team of support engineers responsible for assisting customers with various support and training requests. This assistance is primarily provided through our community portal and over the telephone. This role is perfect for individuals who enjoy interacting with customers and have knowledge of email administration, security, or DNS. However, we also welcome applicants with broader experience in customer-facing technical roles.

In this position, you will be responsible for establishing and managing systems that address common customer inquiries and issues. You will report any new or recurring problems to the design departments, ensure that representatives are trained on product upgrades or new releases, and oversee the selection, development, and evaluation of personnel to ensure efficient function/operation.

This individual will serve as the main point of contact for communication with customers, overseeing all efforts to resolve issues from initial identification to post-mortem analysis. Additionally, the role involves advocating for customers to drive enhancements across Proofpoint's business areas, including Customer Service, Professional Services, Product, Engineering, and Partner Management.

Your Day-To-Day

• Provide Tier 1 support to administrators & enterprise-level partners during business hours
• Provide troubleshooting and technical support of complex technical issues constantly communicating with customers via phone, web-based tools and email
• Advise customers regarding the product's proper use and address specific systems issues
• Manage product escalations, act as a liaison between customers, and various levels of tiered support
• Facilitate queue prioritization and assist engineers when required
• Manage local support team of frontline engineers providing coaching, training, and development opportunities
• Develop and implement support strategies to improve customer satisfaction and reduce response times
• Manage shift rotations and provide coverage where gaps exist
• Leverage the internal, cross-functional community to drive critical situations to resolution
• Provide customer facing updates and internal reporting
• Lead cross-departmental process improvement to maximize customer retention
• Drive process improvement as part of the overall customer success group
• Provide post-escalation analysis reporting that will capture and help drive process improvements throughout the organization.
• Coordinate and research incident root cause and generate customer facing cause analysis documentation
• Evaluate customer request for service level agreement violations
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Participate in on-call support 24x7 rotation as assigned.
• Manage customer dissatisfaction and work to return customer to a promoter

What You Bring To The Team

• Bachelor's Degree or relevant work experience
• Extensive customer service experience with escalation management background
• Familiarity with Linux command line and environments
• Good understanding of Database and SaaS applications
• An accomplished communicator and influencer, able to work with customers, users, senior level management, sales and peers
• Strong business and leadership acumen
• Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations
• Strong ability to independently debug broad, complex system environments involving multiple configurations and protocols
• Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred
• ITIL Service Management experience is a plus
• Experience with next-generation support models, including but not limited to, email, phone, social media, communities, chat etc.

Why Proofpoint

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We're a customer-focused and a driven-to-win organization 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