Manager, Technical Support

It's fun to work in a company where people truly BELIEVE in what they're doing- We're committed to bringing passion and customer focus to the business. Corporate Overview We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity. Protection Starts with People. The Role and the Team 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, 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 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 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 Participate in on-call support 24x7 rotation as assigned. Why ProofpointProtecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and a driven-to-win organization 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. Proofpoint It's fun to work in a company where people truly BELIEVE in what they're doing- We're committed to bringing passion and customer focus to the business.Corporate OverviewIn today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels... Senior Technical Project Manager — Remote, MVPs & Agile Junior Technical Support Analyst (Remote) Winged Recruitment Seeking a role where you can immerse yourself in the dynamic realm of technical support and kickstart your career journey? 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