Technical Account Manager

Proofpoint; Massachusetts; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Annual wellness and community outreach

Job summary

Proofpoint is seeking a technically adept leader to support our strategic customers. You will independently manage complex support interactions, advocate for clients, and drive a strategy aligning Proofpoint solutions with business goals.

The role includes crisis management, on-site and remote client engagement, and delivering executive briefings on performance and ROI. You will maintain deep knowledge of Proofpoint integrations, plan for production changes, and guide initiatives to meet

Qualifications

• 4+ years of industry experience in client-facing technical roles such as sales engineer, senior support engineer or IT operations management.
• Strong knowledge of email and networking concepts, Linux, SMTP, MySQL, Windows, Active Directory and Microsoft Exchange.
• Excellent customer service and communication skills, both written and oral.
• Track record of leading and directing technical staff through crisis situations.
• Adaptable and willing to learn new technologies.

Responsibilities

• Provide ongoing technical leadership and support to strategic customers with minimal direction.
• Manage and monitor support interactions, acting as an internal advocate and escalating issues when necessary.
• Direct crisis and incident response, coordinating with account teams, technical support, operations and engineering to resolve incidents promptly.
• Meet regularly with clients to review support interactions, system status, major issues, upcoming releases, and other pertinent items.
• Create and deliver executive presentations outlining system performance, potential issues, ROI, and recommended actions.

Skills

Client-facing experience

Networking concepts

Linux

SMTP

MySQL

Windows / AD / Exchange

Tools

Linux

SMTP

MySQL

Active Directory

Microsoft Exchange

Job description

Role

This technical role provides proactive leadership and support to Proofpoint’s strategic customers. The incumbent will independently manage support interactions, advocate for customers, handle crisis and incident response, engage with clients on‑site and remotely, create executive presentations, and drive a comprehensive strategy that aligns Proofpoint’s solutions with customer business goals.

Responsibilities

• Provide ongoing technical leadership and support to strategic customers with minimal direction.
• Manage and monitor support interactions, acting as an internal advocate and escalating issues when necessary.
• Direct crisis and incident response, coordinating with account teams, technical support, operations and engineering to resolve incidents promptly.
• Meet regularly with clients to review support interactions, system status, major issues, upcoming releases, and other pertinent items.
• Create and deliver executive presentations outlining system performance, potential issues, ROI, and recommended actions.
• Maintain deep technical knowledge of Proofpoint’s integration within customers’ environments, including networking, security, systems administration and messaging.
• Develop and oversee strategies to meet complex customer requirements using Proofpoint solutions.
• Provide proactive recommendations that support customer roadmaps and technical needs.
• Identify and prioritize short‑term and long‑term goals, and lead process‑improvement initiatives to enhance customer satisfaction.
• Plan, document, and identify risks for production changes that span multiple services or technologies.
• Schedule own time and ensure quality completion of multiple tasks in a changing environment.
• Use independent judgment within broad parameters and design solutions to complex problems.

Qualifications

• 4+ years of industry experience in client‑facing technical roles such as sales engineer, senior support engineer or IT operations management.
• Strong knowledge of email and networking concepts, Linux, SMTP, MySQL, Windows, Active Directory and Microsoft Exchange.
• Excellent customer service and communication skills, both written and oral.
• Track record of 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 work effectively in a team environment as well as independently.

Benefits

• Competitive compensation
• Comprehensive benefits
• Career success on your terms
• Flexible work environment
• Annual wellness and community outreach days
• Recognition for your contributions
• Global collaboration and networking opportunities

Equal Opportunity Employer

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.