Technical Support Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview
Proofpoint is a leading cybersecurity company protecting organizations’ greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.

We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity.

Protection Starts with People.
As a member of the Global Support Organization, this will ensure customers receive outstanding service as well as take charge and respond to service outages as well as managing a small team. 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 including translation into Japanese language where required. The role also acts as a customer advocate to help drive improvements in all aspects of Proofpoint's business, including Customer Service, Professional Services, Product, Engineering and Partner Management.

Your day-to-day

• Facilitate queue prioritization and assist engineers when required

• Manage a small local support team providing coaching, training, and development opportunities

• Develop and implement support strategies to improve customer satisfaction and reduce response times

• Manage shift rotations and provide coverage where gaps exist

• Partner engagement – for key partners to raise the overall support experience of our customers

• Act as an Escalation point for critical customer situations

• 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 customer success 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 cause analysis document in both English and Japanese

• Evaluate customer request for service level agreement violations

• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

• Participate in on-call managerial support 24x7 rotation as assigned.

• Manage customer dissatisfaction and work to return customer to a promoter

What you bring to the team

• Highly proficient in both written and spoken English & Japanese

• Bachelor’s Degree or relevant work experience

• Extensive customer service experience with escalation management background

• Familiarity with Linux command line and environments

• Good understanding of Database and SaaS applications

• An accomplished communicator and influencer, able to work with customers, users, senior level management, sales and peers

• Strong business and management acumen

• Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations

• Strong ability to independently debug broad, complex system environments involving multiple configurations and protocols

• Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred

• ITIL Service Management experience is a plus

• Experience with next-generation support models, including but not limited to, email, phone, social media, communities, chat etc.

Why Proofpoint
Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and a driven-to-win organization with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply.
We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint! #LifeAtProofpoint
#LI-PC1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!