Remote Product Support Manager — Enterprise Cybersecurity

Valatam; Buenos Aires; Remote; ARS 900,000 - 1,300,000; Full time

Job summary

Proofpoint is seeking an experienced Manager, Product Support in Córdoba, Argentina. You will lead a team of Information Security Product Support Engineers and ensure high-quality service for large enterprise customers while coordinating with engineering and executive leadership.

You will hire, onboard, coach, and develop engineers, drive escalations to resolution, and manage metrics, resources, and process-driven operations to maintain exceptional customer experiences.

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.
• Experience building a high-retention, high-satisfaction team.
• Strong multitasking and prioritization abilities.
• Knowledge of CRM systems and customer relationships.
• Familiarity with security platforms, email protection, cloud services, SaaS.
• Willing to work evening and weekend shifts.

Responsibilities

• Collaborate with cross-functional teams to deliver exceptional customer experience.
• Hire, onboard, coach and develop product support engineers.
• Lead customer escalations to resolution with direct engagement.
• Manage case queue health and phone coverage.
• Track and report support metrics and tool usage.

Skills

Leadership experience

Talent management

CRM knowledge

Communication skills

Security platforms

Multitasking and prioritization

Evening/weekend shifts flexibility

Education

BS Degree in a technical curriculum or equivalent

Job description

Proofpoint is seeking an experienced Manager, Product Support in Córdoba, Argentina. You will lead a team of Information Security Product Support Engineers and ensure high-quality service for large enterprise customers while coordinating with engineering and executive leadership.

You will hire, onboard, coach, and develop engineers, drive escalations to resolution, and manage metrics, resources, and process-driven operations to maintain exceptional customer experiences.