Sr. Critical Situation Manager

302 Proofpoint Limited NI; 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

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

As a member of the Global Critical Situation Management Organization, the Sr. Critical Situation Manager is assigned to help manage the most urgent customer problems involving Proofpoint products and services. This person serves as the communication focal point for the customer and oversees all resolution efforts from the initial problem identification to post‑mortem analysis. The Sr. Critical Situation Manager also acts as a customer advocate to help drive improvements in all aspects of business, including Customer Service, Professional Services, Product and Engineering.

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

What you bring to the team

• 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
• Comfortable interacting with executives (customer and internal)
• Proven success coordinating solutions across multiple cross‑functional teams
• Working knowledge of Salesforce service cloud‑based systems
• Strong business and management acumen
• Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations
• Ability to maintain a calm and professional demeanour in the face of high‑pressure, intense escalations
• Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred
• Project Management experience, PMP certification is a plus
• Language fluency in written and spoken English
• Bachelor’s Degree or equivalent

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:

• 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

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job‑related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well‑being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three‑week Work from Anywhere option.

Base Pay Ranges

• SF Bay Area, New York City Metro Area: Base Pay Range: 111,300.00 - 174,900.00 USD
• California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska: Base Pay Range: 93,300.00 - 146,630.00 USD
• All other cities and states excluding those listed above: Base Pay Range: 83,600.00 - 131,340.00 USD

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.

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 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.