Senior Incident & Escalation Lead (24/7)

Proofpoint; Utah; On-site; USD 84,000 - 131,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Annual wellness and community outreach

Always on recognition for your efforts

Global collaboration and networking

Job summary

Proofpoint is seeking a Sr. Critical Situation Manager to lead high‑severity customer incidents, coordinate cross‑functional teams, and deliver transparent updates from identification through post‑mortem analysis.

You will advocate for customers, drive improvements in Customer Service, Professional Services, Product and Engineering, and participate in 24x7 on‑call rotations as needed.

Qualifications

• Proficient in using AI tools to help analyse escalated situations and create internal and customer‑facing reporting
• Extensive experience in customer‑facing technology roles with escalation management background
• Solid understanding of Database and SaaS applications
• Basic familiarity with Linux command line environments
• An accomplished communicator and influencer, able to thrive in high pressure situations working with customers, users, senior level management, sales and peers
• Able to interact with executives (customer and internal)
• Proven success coordinating solutions across multiple cross‑functional teams
• Knowledge of email privacy/protection, cloud services, SaaS is preferred
• Project Management experience, PMP certification is a plus
• Language fluency in written and spoken English
• Bachelor’s Degree or equivalent

Responsibilities

• Lead high‑severity customer incidents (major system outages) and/or executive escalations
• Leverage the internal, cross‑functional community to drive critical situations to resolution
• Provide customer‑facing updates and internal reporting
• Lead cross‑departmental process improvement to maximize customer retention
• Drive process improvement as part of the overall Services group
• Provide post‑escalation analysis reporting that will capture and help drive process improvements throughout the organization
• Coordinate and research incident root cause and generate customer‑facing root cause analysis documents
• Evaluate customer requests for service level agreement violations
• Participate in on‑call support 24x7 rotation as assigned

Skills

AI tools usage

Escalation management

Database & SaaS

Executive communication

Customer-facing experience

Cross-functional coordination

Salesforce Service Cloud

Education

Bachelor’s Degree or equivalent

Tools

Salesforce Service Cloud

Linux command line

Job description

Proofpoint is seeking a Sr. Critical Situation Manager to lead high‑severity customer incidents, coordinate cross‑functional teams, and deliver transparent updates from identification through post‑mortem analysis.

You will advocate for customers, drive improvements in Customer Service, Professional Services, Product and Engineering, and participate in 24x7 on‑call rotations as needed.