Sr. Manager, Technical Support

Sr. Technical Support Manager

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

Protecting people is at the heart of our award-winning cybersecurity solutions, and the people who work here are the key to our success. We're 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

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.