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

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 Proofpoint is seeking an experienced Sr. Technical Support Manager with proven tactical and strategic skills who will be instrumental in developing our future support strategy and will be responsible for delivering a high level of customer service to large enterprise customers. This position will manage a team of Product Support Engineers assisting clients in the US (covering hours 1:00-10:00pm GMT) 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). Your day-to-day Work collaboratively with cross-functional teams in Product Management, Engineering and Operations to ensure exceptional customer experience Utilize data analytics to identify areas of product improvement and serviceability for support Hire, on-board, coach and develop support staff Drive customer escalations to resolution by leading and engaging with customers directly. Help develop process around continuous improvement in Support. Ability to identify and manage support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven Qualifications Track record of managing enterprise class support teams and creating processes that lead to an efficient customer support organization Knowledge of security platforms, email protection, cloud services and software as a service (SaaS) Experience with next-generation support models, including but not limited to, email, phone, social media, communities, chat etc. Ability to self-direct, multi-task and prioritize job requirements Experience of using CRM and metric reporting platforms Excellent verbal, written and interpersonal communication skills   Why Proofpoint? At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just…