Enterprise Product Support Leader — Strategy & Growth

Slc Trade; Buenos Aires; On-site; ARS 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Global collaboration

Job summary

Proofpoint is seeking an experienced Manager, Product Support to lead a team of Information Security Product Support Engineers and deliver top-tier service to large enterprise customers. You will manage ticket workflows, escalations, and coordination with engineering, sales, and executives while maintaining a collaborative and high-performing environment.

You will hire, develop and retain talent, drive process improvements, and communicate clearly with customers and stakeholders.

Qualifications

• BS Degree in a technical curriculum or equivalent.
• 4+ years' experience leading a product support team.
• Proven track record of managing top talent and fostering growth.
• Strong team-building and retention experience.
• Excellent verbal, written and interpersonal communication skills.
• Knowledge of security platforms, email protection, cloud services, SaaS.
• Candidates should be flexible working evening and weekend shifts.

Responsibilities

• 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.

Skills

Leadership

CRM knowledge

Communication skills

Team development

Education

BS Degree in a technical field

Tools

CRM systems

SaaS

Job description

Proofpoint is seeking an experienced Manager, Product Support to lead a team of Information Security Product Support Engineers and deliver top-tier service to large enterprise customers. You will manage ticket workflows, escalations, and coordination with engineering, sales, and executives while maintaining a collaborative and high-performing environment.

You will hire, develop and retain talent, drive process improvements, and communicate clearly with customers and stakeholders.