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Job summary
Proofpoint in Cordoba, Argentina is seeking an experienced Manager, Product Support to lead a team of Information Security Product Support Engineers. You will drive customer service excellence for large enterprise clients, oversee ticketing, escalations, and resource coordination, and foster a collaborative, high-performing culture.
Ideal candidates hold a BS in a technical field, have 4+ years leading product support, and demonstrate strong communication, mentoring, and CRM expertise.
Qualifications
- Minimum BS degree in a technical field or equivalent.
- 4+ years of experience leading a product support team.
- Proven track record of building and growing teams with high retention and satisfaction.
- Strong customer relationship management skills and effective communication.
- Experience with Linux command line and troubleshooting complex issues.
Responsibilities
- Provide advanced software technical support to enterprise customers via phone and ticketing system.
- Manage cases to meet SLO guidelines and coordinate with cross-functional teams.
- Lead and mentor Product Support Engineers, driving escalation resolution and customer satisfaction.
- Oversee case queue health and ensure adequate phone coverage.
- Develop metrics, reporting tools, and processes to drive department performance.
Skills
Education
Tools
Job description
Cordoba, Argentina
Full time
R14535
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:
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
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 .
Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.
We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We're driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.
Our BRAVE Values:
At Proofpoint, we are BRAVE in everything we do, and our values aren't just words-they shape how we work, collaborate, and grow.
We seek people who are bold enough to challenge the status quo, responsive in the face of ever-evolving threats, and accountable for delivering real impact.
We value those with a visionary mindset who anticipate what's next and push cybersecurity forward, and we celebrate exceptional execution that ensures we continue to defend data and protect people.
Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.
Find your network, your allies, and your biggest fans. We know that work is simply better when you're surrounded by people who inspire you-who share ideas, cheer you on, and genuinely want to see you succeed. That's why we offer social circles, sponsored networks, and connection points across teams and time zones-to help you find your people, build your community, and thrive together.
This isn't just a job-it's a mission to protect people and defend data in a world that never slows down. We're building the future of human-centric cybersecurity, and that future belongs to all of us. We take ownership, move fast, and hold ourselves accountable-because that's what it takes to stay ahead. And we do it together, winning as one.
Be empowered to reach your full potential through meaningful challenges and personalized support-designed around you and your goals. Whether you're growing as a leader or leveling up from great to exceptional as an individual contributor, we're here to help you get there.
Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.
Cordoba, Argentina
Full time
R14755
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:
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
In today's cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.
And we're just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you're helping to:
- Build and enhance our proven security platform
- Blend innovation and speed in a constantly evolving cloud environment
- Analyze new threats and offer deep insight through data-driven intel
- Collaborate with customers to help solve their toughest security challenges
We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That's why we're a leader in next-generation cybersecurity-and why more than half of the Fortune 100 trust us as a security partner.
At Proofpoint, a product support engineer is responsible for providing technical support to customers who use Proofpoint's products and services. This may include troubleshooting issues, identifying, and resolving technical problems and working with other members of the engineering team to improve the overall quality of the product. They may also be responsible for conducting product training sessions for customers and other team members, and for providing feedback to the product development team based on customer needs and feedback. Ultimately, a product support engineer at Proofpoint plays a critical role in ensuring that customers can use Proofpoint's products and services effectively and efficiently.
An experienced professional with strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve technical issues of moderate complexity in Proofpoint's products. You will interact directly with our enterprise customers to deliver "white glove service" on each and every interaction. The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems and documenting technical solutions and product information in the knowledge base. This is an advanced support group, owning and resolving some moderate to complex issues from start to finish. The work is frequently performed in Linux command line environments so appropriate skills are required. You will work as a team with our Account Managers, SEs, Customer Success Managers, and Professional Services to provide a positive customer interaction with Proofpoint. Receives little instruction on day to day work.
- Provide advanced software technical support to customers, resellers, and partners of Proofpoint via phone and the ticketing system
- Manage cases in the ticketing system to ensure your cases are handled within SLO guidelines
- Create or send out alerts and other customer communications as necessary
- Publish Knowledge Base articles for internal and customer use
- Seen as the SME to review technical documentation for training materials, manuals, troubleshooting guides, etc.
- Act as an SME for select technical skills, making yourself available to provide guidance and mentoring to lower-level Product Support Engineers in a positive and effective way
- Lead by example technically, professionally, and in dedication
- 4+ years experience in a Technical Support role
- Excellent written and verbal customer-facing communication skills.
- Complete competence working in Linux command line environments
- Advanced use of grep, regex, log scraping in command line, etc
- Fully experienced with email system debugging
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