Senior Product Support Manager — Enterprise Security

Codekeeper; Córdoba; On-site; ARS 90,873,000 - 136,310,000; Full time

Job summary

Proofpoint is seeking an experienced Manager, Product Support to lead a team delivering high-level service to enterprise customers. You will steer procedures for case handling, coordinate resources, and communicate across customer, engineering and executive levels for effective outcomes.

You will hire, coach and develop engineers, drive escalations to resolution, and ensure a process-driven support organization with strong CRM and security domain knowledge.

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 their growth.
• History of creating a team with high retention, satisfaction, and career growth.
• 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 and SaaS.
• Willingness to work evening and weekend shifts.

Responsibilities

• Work collaboratively with cross-functional teams to ensure an exceptional customer experience.
• Hire, onboard, coach and develop product support engineers.
• Drive customer escalations to resolution by leading with customers directly.
• Manage the health of the case queue and phone coverage.
• Identify and manage support metrics, reporting tools, and infrastructure for process-driven activities.

Skills

Interpersonal communication

Verbal communication

Written communication

CRM knowledge

Education

BS Degree in a technical curriculum or equivalent

Job description

Proofpoint is seeking an experienced Manager, Product Support to lead a team delivering high-level service to enterprise customers. You will steer procedures for case handling, coordinate resources, and communicate across customer, engineering and executive levels for effective outcomes.

You will hire, coach and develop engineers, drive escalations to resolution, and ensure a process-driven support organization with strong CRM and security domain knowledge.