Senior Manager, Technical Support (1pm - 10pm)

Proofpoint; Belfast City District; Remote; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Annual wellness and community outreach

Global collaboration and networking

Recognition for contributions

Job summary

Proofpoint is seeking a Sr. Technical Support Manager to shape our future support strategy and deliver exceptional service to large enterprise customers.

You will lead a team of Product Support Engineers supporting clients in the US, coordinating responses, and communicating across customer, engineering, and executive levels. Day-to-day, you’ll partner with Product Management, Engineering, and Operations to optimise customer experience, use data to drive product improvements, hire and coach

Qualifications

• Track record of leading enterprise-class support teams.
• Knowledge of security platforms, email protection, cloud services, SaaS.
• Experience with next-generation multi-channel support models (email, phone, social, chat).
• Ability to self-direct, multi-task, and prioritize requirements.
• Experience using CRM and metric reporting platforms.
• Excellent verbal, written, and interpersonal communication skills.

Responsibilities

• Collaborate with Product Management, Engineering, and Operations to ensure a superior customer experience.
• Utilize data analytics to identify product improvements and serviceability for support.
• Hire, onboard, coach, and develop support staff.
• Drive customer escalations to resolution by engaging with customers directly.
• Develop processes for continuous improvement in Support and establish metric-driven workflows.

Skills

Enterprise support leadership

Security & SaaS knowledge

Multi-channel support experience

CRM proficiency

Data analytics

Tools

CRM systems

Metric reporting tools

Collaboration platforms

Job description

About Us

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.

How We Work

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

The Role

Proofpoint is seeking an experienced Sr. Technical Support Manager with proven tactical and strategic skills who will be instrumental in developing our future support strategy and will be responsible for delivering a high level of customer service to large enterprise customers. This position will manage a team of Product Support Engineers assisting clients in the US (covering hours 1:00-10:00pm GMT) 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).

Your day-to-day Work collaboratively with cross-functional teams in Product Management, Engineering and Operations to ensure exceptional customer experience Utilize data analytics to identify areas of product improvement and serviceability for support Hire, on-board, coach and develop support staff Drive customer escalations to resolution by leading and engaging with customers directly. Help develop process around continuous improvement in Support. Ability to identify and manage support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven.

Qualifications

• Track record of managing enterprise class support teams and creating processes that lead to an efficient customer support organization


• Knowledge of security platforms, email protection, cloud services and software as a service (SaaS)


• Experience with next-generation support models, including but not limited to, email, phone, social media, communities, chat etc.


• Ability to self-direct, multi-task and prioritize job requirements


• Experience of using CRM and metric reporting platforms


• Excellent verbal, written and interpersonal communication skills

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package.

• 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

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 [e-mail].

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.

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.