Senior Technical Support Manager — Enterprise CX Leader

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

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