Senior Product Support Manager – Cybersecurity

Jobtailor; Córdoba; Presencial; ARS 1.800.000 - 2.800.000; Jornada completa

Descripción de la vacante

Proofpoint in Córdoba, Argentina is seeking an experienced Manager, Product Support to lead a team of Information Security Product Support Engineers and deliver exceptional service to large enterprise customers.

You will manage escalation workflows, coordinate cross-functional resources, and drive metrics across the support org while fostering a positive, collaborative culture with strong communication at all levels.

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 growth.
• Experience creating a team environment with high retention and satisfaction.
• Ability to self-direct, multi-task and prioritize requirements.
• Strong knowledge of customer relationship management.
• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Customer service

Communication

CRM systems

Security SaaS

People management

Educación

BS Degree in a technical curriculum

Descripción del empleo

Proofpoint in Córdoba, Argentina is seeking an experienced Manager, Product Support to lead a team of Information Security Product Support Engineers and deliver exceptional service to large enterprise customers.

You will manage escalation workflows, coordinate cross-functional resources, and drive metrics across the support org while fostering a positive, collaborative culture with strong communication at all levels.