About this role
Job title: Manager, Product Support Engineer
About Us Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. 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
The Role and the Team Proofpoint is seeking an experienced Manager, Product Support with strong interpersonal skills who can instill and grow Proofpoint’s positive culture in the team, will be responsible for delivering a high level of customer service to large enterprise customers, and facilitate an efficient, collaborative, and enjoyable working environment. This position will manage a team of Information Security Product Support Engineers 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). 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 product support engineers in the industry
- Drive customer escalations to resolution by leading and engaging with customers directly.
- Manage the overall health of the case queue and phone coverage
- 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.
- 4 + years’ experience successfully leading a product support team
- Proved track record of managing top talent and fostering their grow