Program Manager, Support Enablement

Proofpoint; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading cybersecurity company, is seeking a Program Manager for Support Enablement in Toronto. The role involves coordinating training and resources to ensure support engineers are prepared for product launches. Ideal candidates have extensive program management experience in technical environments, with strong facilitation and communication skills. Join a diverse team focused on protecting customers in a challenging cyber threat landscape.

Benefits

Flexible work environment

Career development opportunities

Employee recognition programs

Health and wellness initiatives

Qualifications

• 5+ years of experience in program management or customer support operations.
• Proven success leading enablement initiatives.
• Excellent verbal and written communication skills.

Responsibilities

• Lead and coordinate support-specific enablement deliverables.
• Maintain global calendar of product and feature release dates.
• Serve as the primary liaison between Customer Support and product teams.

Skills

Facilitation skills

Cross-functional coordination

Communication

Relationship-building

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Jira

Confluence

Microsoft Teams

Job description

Program Manager, Support Enablement page is loaded

Program Manager, Support Enablement

Apply locations Toronto, Canada time type Full time posted on Posted Yesterday job requisition id R12478

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview

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 are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are 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 devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trusts us as a security partner.

The Role

Proofpoint is seeking a proactive and highly organized Program Manager to lead and coordinate support-specific enablement deliverables for new product introductions (NPIs) and feature releases. This role facilitates, coordinates, and tracks cross-functional efforts to ensure Customer Support Engineers are equipped with the technical knowledge, tools, and context needed to assist customer’s effectively post-launch.

You represent the Support Delivery function within the company-wide Launch Operations, partnering and liaison with Product Management, Engineering, Training, and other business units to surface support enablement requirements and coordinate deliverables necessary to prepare Support Engineers for post-launch success. The role is ideal for a candidate with a strong program management mindset, exceptional cross-functional coordination skills, and a passion for improving how support teams acquire knowledge, respond to product changes, and deliver seamless customer experiences.

You will collaborate closely with Technical SMEs to understand new features work, how they integrate with other products, and what troubleshooting challenges Support Engineers may face post-launch. This role ensures training requirements are clearly defined, risks are surfaced early, and enablement efforts remain aligned with product launch timelines.

Your day-to-day

• Represent Support Delivery in Launch Operations forums, facilitating support-specific deliverables in coordination with Product/Engineering leads.

• Maintain and socialize a global calendar of product and feature release dates and associated support deliverables.

• Coordinate cross-functional enablement efforts such as scheduling and hosting transfer of information sessions, training sessions, working sessions, and cross-functional reviews to ensure Support Engineers receive timely, relevant training and troubleshooting guidance.

• Serve as the primary liaison between Customer Support and partners such as Product Management, Engineering, Training, Critical Situation, and Tech SMEs.

• Facilitate discussions with SMEs and Product teams to identify product behaviors, diagnostic approaches, and technical risks.

• Define and assign responsibility for enablement activities such as training content, KBs, escalation rules of engagement, etc.; track and monitor progress and ensure accountability for deliverables.

• Gather and funnel training requirements and risk inputs from SMEs and other key stakeholders to Product and Engineering teams.

• Communicate status, risks, and blockers clearly across involved teams.

• Track impact through metrics like training participation, confidence levels, and post-launch case trends.

What you bring to the team

• 5+ years of experience in program management, customer support operations, or enablement within a SaaS, technical support, and product-driven organization.

• Proven success leading support or service enablement initiatives without direct ownership of content or technical delivery.

• Strong facilitation, coordination, and relationship-building skills; able to engage and influence across business and technical audiences.

• Skilled in navigating complex stakeholder landscapes across multiple product teams.

• Experience managing enablement programs spanning platforms, products, and functional areas.

• Proficiency with tools like Salesforce, Jira, Confluence, Teams, and content collaboration platforms.

• Excellent verbal and written communication skills, with a record of accomplishment influencing outcomes and driving alignment across cross-functional teams.

• Familiarity with modern enablement strategies, support tooling, and AI-enhanced knowledge delivery platforms is a plus.

• Strong organizational awareness; able to align teams across geographies, functions, and competing timelines.

Why Proofpoint

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, andthe people who work here are the key tooursuccess.We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational Proofpoint withopportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Proofpoint Best Places to Work Awards

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.

About Us

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.

Build Meaningful Connections:

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.

Do Your Best Work:

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.

Build success on your terms:

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.