Technical Account Manager

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

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

This is a technical role in a fast‑paced environment that demands interaction with enterprises at senior levels, as well as with technical staff within the traditional IT and Security organization. Successful candidates will have an excellent technical and security software foundation, especially related to Linux, messaging, and cloud services, a proven track record of successfully interfacing with customers on both technical and non‑technical levels, substantial experience driving concurrent projects and issues to completion with little direction, and above all, a passion for ensuring a top‑quality customer experience.

Your day-to-day

• 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, while communicating effectively with customers.
• 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, including network, security, systems administration, and messaging management.
• 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. Identify and prioritize short term and long‑term goals.
• 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.

What You Bring To The Team

• 4+ years of industry experience in a 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

Why Proofpoint?

• 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].

How To Apply

Interested? Submit your application along with any supporting information – we can’t wait to hear from you!