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 innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impactThe RoleThe Senior Manager, Customer Support is responsible for leading a high‑performing technical support organization that delivers exceptional customer experiences, resolves complex technical issues, and drives continuous improvement. This role oversees support operations, escalations, team performance, and cross-functional collaboration with Product, Engineering, and Customer Success to ensure customers achieve maximum value from our products and services.This role will be based in Japan or AustraliaYour day-to-dayLeadership & StrategyLead, mentor, and develop a team of Technical Support Engineers, and SpecialistsDefine and execute the support strategy, ensuring alignment with company goals and customer expectationsBuild a culture of accountability, customer advocacy, and continuous learningEstablish staffing plans, KPIs, and operational frameworks to support growth and scalabilityOperational ExcellenceOversee day‑to‑day support operations, including case management, SLAs, escalations, and resource allocationBuild and refine processes to improve case commitments, response times, and customer satisfactionImplement best practices in knowledge management, documentation, and case reviewDrive tooling improvements for CRM, ticketing, monitoring, and diagnostic systemsCustomer Experience & Escalation ManagementOwn high‑severity incident management and communication to both customers and leadershipServe as the executive point of contact for strategic or at‑risk accountsAnalyze trends in product issues and customer feedback; partner with Product/Engineering to influence roadmap decisionsCross-Functional CollaborationCollaborate with Customer Success, Sales, and Professional Services to deliver a seamless customer journeyLead initiatives to reduce support demand through preventative measures, training programs, and product improvementsSupport global business continuity efforts as an active member of the broader support leadership communityOperate effectively in a matrixed environment, building strong partnerships across regions and functionsData & ReportingTrack, report, and present operational metrics, insights, and recommendations to executive leadershipUse data to identify gaps, optimize workflows, and improve team performance and customer outcomesWhat you bring to the team8+ years of experience in Technical Support, Customer Support, or related technical leadership roles4+ years of experience leading managers or large support teams in a SaaS, cloud, or technical environmentStrong understanding of troubleshooting methodologies, support operations, and incident managementProven ability to manage escalations and communicate effectively with executives and customersExperience with CRM/ticketing platforms (e.g., Salesforce, JIRA) and monitoring/logging toolsExcellent communication, leadership, and decision‑making skillsAbility to work under pressure while maintaining a calm, customer-focused approach#LI-ML1Why 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 compensationComprehensive benefitsCareer success on your termsFlexible work environmentAnnual wellness and community outreach daysAlways on recognition for your contributionsGlobal 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 accessibility@proofpoint.com. How to ApplyInterested? Submit your application along with any supporting information- we can’t wait to hear from you!
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