Customer Support Manager (8am-5pm pacific)

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.

Customer Support Manager

Proofpoint is seeking an experienced Manager of Product Support with strong interpersonal skills who can instill and grow Proofpoint’s positive culture in the team.  That person will be responsible for delivering a consistent and high level of service to a large customer base, and facilitate an efficient, collaborative, and enjoyable working environment.

This position will manage a team of Information Security Product Support Engineers and will be responsible for but not limited to:

• managing procedures related to the identification, prioritization, and resolution of customer requests
• Ticket monitoring/tracking
• Coordination of Support resources
• Policy administration
• Collaboration at all levels (customer, engineering, and executive)

Strong communication skills are essential. 

Your day-to-day

• Work collaboratively with cross-functional teams to ensure an exceptional customer experience
• Hire, on-board, coach and develop the best support engineers in the industry
• Drive customer escalations to resolution by leading and engaging with customers directly
• Manage the overall health of the case, chat, and phone service lines

• 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           

• BS Degree in a technical curriculum or equivalent.
• 2+ years’ experience successfully leading a customer support team
• Proven track record of managing top talent and fostering their growth
• A record of creating a team environment with high employee retention, strong job satisfaction, and successful career growth
• Ability to self-direct, multi-task and prioritize job requirements
• Strong knowledge of customer relationship management
• Excellent verbal, written and interpersonal communication skills.
• Knowledge of security platforms, email protection, cloud services, software as a service (SaaS)

Why Proofpoint

As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!

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

• 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 accessibility@proofpoint.com