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 [email protected]. How to Apply Interested? Submit your application here https //www.proofpoint.com/us/company/careers. We can’t wait to hear from you!

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.

Base Pay Ranges

SF Bay Area, New York City Metro Area

Base Pay Range 119,630.00 - 187,990.00 USD

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska

Base Pay Range 99,330.00 - 156,090.00 USD

All other cities and states excluding those listed above

Base Pay Range 89,390.00 - 140,470.00 USD