Enterprise Product Support Manager – Cybersecurity

Parsons; Buenos Aires; On-site; ARS 91,219,000 - 167,234,000; Full time

Job summary

Proofpoint is seeking an experienced Manager, Product Support to lead a team of Information Security Product Support Engineers. You will ensure top-tier customer service for large enterprise clients, coordinate escalation processes, and foster a collaborative, high-retention team culture.

Ideal candidates have a technical BS degree and 4+ years leading product support, with strong CRM knowledge and cloud/SaaS security experience. Evening/weekend shifts may be required to support global customers.

Qualifications

• 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 growth.

Responsibilities

• Work collaboratively with cross-functional teams to ensure an exceptional customer experience.
• Hire, on-board, coach and develop the best product support engineers.
• Drive customer escalations to resolution by engaging with customers directly.
• Manage the overall health of the case queue and phone coverage.
• Identify and manage support metrics, reporting tools, tracking tools and infrastructure.

Skills

Team leadership

People management

Customer service

Cross-functional collaboration

Education

BS Degree in a technical curriculum

Job description

Proofpoint is seeking an experienced Manager, Product Support to lead a team of Information Security Product Support Engineers. You will ensure top-tier customer service for large enterprise clients, coordinate escalation processes, and foster a collaborative, high-retention team culture.

Ideal candidates have a technical BS degree and 4+ years leading product support, with strong CRM knowledge and cloud/SaaS security experience. Evening/weekend shifts may be required to support global customers.