Manager, Product Support Engineer

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.

At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: 

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. 

• 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.

• BS Degree in a technical curriculum or equivalent.
• 4 + years’ experience successfully leading a product 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)
• Candidates should be flexible working evening and weekend shifts

Protecting 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.

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

• Career success on your terms

• Flexible work environment

• Annual wellness and community outreach days

• Always on recognition for your contributions

• Global collaboration and networking opportunities

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.

Interested? Submit your application along with any supporting information- we can’t wait to hear from you!