Product Support Manager – Enterprise SaaS

Agro&Tec; Córdoba; Presencial; ARS 105.638.000 - 166.003.000; Jornada completa

Descripción de la vacante

Proofpoint is recruiting an experienced Manager, Product Support to lead a team of Information Security Product Support Engineers. You will oversee ticket prioritization, escalation handling, and cross-functional alignment with engineering and executives to ensure top-tier service.

The role requires a BS degree in a technical field, 4+ years in team leadership of product support, and a track record of retaining high performers. Evening/weekend shifts may be required at times.

Formación

• 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 their growth.
• Knowledge of customer relationship management and SaaS environments.

Responsabilidades

• Collaborate with cross-functional teams to deliver an exceptional customer experience.
• Hire, onboard, coach and develop product support engineers.
• Drive customer escalations to resolution by leading with customers.
• Manage case queue health and phone coverage to ensure service levels.
• Identify and manage support metrics, reporting tools and processes.

Conocimientos

Customer service leadership

Team management

Strong communication

CRM knowledge

Security platforms knowledge

SaaS experience

Flexible shifts

Educación

BS Degree in technical curriculum or equivalent

Descripción del empleo

Proofpoint is recruiting an experienced Manager, Product Support to lead a team of Information Security Product Support Engineers. You will oversee ticket prioritization, escalation handling, and cross-functional alignment with engineering and executives to ensure top-tier service.

The role requires a BS degree in a technical field, 4+ years in team leadership of product support, and a track record of retaining high performers. Evening/weekend shifts may be required at times.