Strategic Technical Account Lead

Proofpoint; Carson City (NV); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Annual wellness days

Global collaboration

Job summary

Proofpoint is seeking a senior technical customer-focused engineer in Carson City, NV. You will lead proactive support for strategic customers, coordinate with account teams, and drive incident response with engineering and operations to ensure timely resolutions.

You’ll mentor staff, manage escalations, and present system performance and ROI to executives. The role requires Linux, messaging, and cloud services experience and a passion for delivering an excellent customer experience.

Qualifications

• 4+ years in client/professional service, sales engineer, senior support engineer, IT operations management, or senior engineer role with exposure to multiple technology areas
• Knowledge of data communication concepts and technologies, specifically email and networking knowledge of Linux, SMTP, and MySQL
• Working knowledge of Windows, Active Directory, and Microsoft Exchange
• Very strong customer service and excellent communications skills, both written and oral
• A history of successfully leading and directing technical staff through crisis situations
• Adaptable and willing to learn new technologies
• Knowledge of project management and strong time management skills
• Ability to effectively work in a team environment as well as independently

Responsibilities

• Independently provide ongoing and proactive technical leadership and support to Proofpoint’s strategic customers with little direction
• Manage and monitor support interactions, serving as an internal advocate for strategic customers, responding to customer escalations, and proactively escalating when needed
• Direct crisis and incident response, working with the account team, technical support, operations and engineering teams to ensure timely resolution
• Meet regularly with clients, both remotely and on‑site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items
• Create and deliver executive customer presentations that outline system performance, potential issues, ROI and suggested forward courses of action
• Develop deep understanding of customer’s business and operational needs
• Maintain deep practical technical knowledge of Proofpoint’s integration within the customer's environment
• Develop and oversee a comprehensive strategy to meet complex customer requirements utilizing Proofpoint’s solutions
• Provide proactive recommendations that support the customer's requirements, roadmap and ongoing technical needs
• Plan and lead process improvement initiatives tailored to improve customer satisfaction with the services and interaction with the Proofpoint Team
• Plan, document, and identify risks and challenges for production changes that span multiple services or technologies
• Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints
• Use independent judgment within broad parameters
• Designs and implements solutions to complex problems

Skills

Customer service

Communication skills

Crisis management

Time management

Teamwork

Adaptability

Project management

Independent work

Tools

Linux

SMTP

MySQL

Windows

Active Directory

Microsoft Exchange

Job description

Proofpoint is seeking a senior technical customer-focused engineer in Carson City, NV. You will lead proactive support for strategic customers, coordinate with account teams, and drive incident response with engineering and operations to ensure timely resolutions.

You’ll mentor staff, manage escalations, and present system performance and ROI to executives. The role requires Linux, messaging, and cloud services experience and a passion for delivering an excellent customer experience.