Senior Manager, Technical Support (1pm – 10pm)

Overview

In this role you will help shape Proofpoint’s future support strategy and deliver exceptional service to large enterprise customers. You will lead a team of Product Support Engineers in the US, coordinating escalations, resources, and cross-functional collaboration to ensure a superior customer experience. You will leverage data to identify improvements and drive ongoing process enhancement in Support, contributing to scalable, enterprise-grade service. This position offers impact through strategic leadership and hands-on execution in a security-focused SaaS environment.

Pay / Benefits

• Competitive compensation
• Comprehensive benefits
• Flexible work environment
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities

Responsibilities

• Collaborate with Product Management, Engineering, and Operations to ensure a top-tier customer experience
• Use data analytics to identify product and service improvements for support
• Hire, onboard, coach, and develop support staff
• Lead and manage customer escalations to resolution with direct engagement
• Develop and improve processes for continuous improvement in Support
• Identify and manage support metrics, reporting tools, and infrastructure
• Oversee ticket monitoring, resource coordination, and service delivery
• Communicate effectively with customers, engineers, and executives

Key requirements

• Experience leading enterprise-class support teams and building efficient processes
• Knowledge of security platforms, email protection, cloud services, and SaaS
• Experience with next-generation support models (email, phone, social, communities, chat)
• Strong self-direction, multi-tasking, and prioritization abilities
• Experience with CRM and metric reporting platforms
• Excellent verbal and written communication and interpersonal skills

• Excellent communication
• Cross-functional collaboration
• Leadership and coaching
• Security platforms
• Email protection
• Cloud services

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