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 RoleAs a member of the Global Support Organization, the Critical Situation Manager is assigned to help manage the most urgent customer problems involving Proofpoint products and services. 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. The Critical Situation Manager also acts as a customer advocate to help drive improvements in all aspects of the business, including Customer Service, Professional Services, Product and Engineering.This role will be based in Singapore.Your day-to-dayEscalation point for critical customer situationsLeverage the internal, cross-functional community to drive critical situations to resolutionProvide customer-facing updates and internal reportingLead cross-departmental process improvement to maximize customer retentionDrive process improvement as part of the overall Services groupProvide post-escalation analysis reporting that will capture and help drive process improvements throughout the organizationCoordinate and research incident root cause and generate customer-facing cause analysis documentEvaluate customer request for service level agreement violationsReview of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Participate in on-call support 24x7 rotation as assignedWhat you bring to the teamBachelor’s Degree or equivalentA minimum of 7+ years’ customer service experience with an escalation management backgroundAn accomplished communicator and influencer, able to work with customers, users, senior level management, sales and peersStrong knowledge of Salesforce service cloud-based systemStrong business and management acumenPossess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situationsStrong ability to independently debug broad, complex system environments involving multiple configurations and protocolsKnowledge of Data/email protection, cloud services, software as a service (SaaS) is preferredProject Management experience, PMP certification is a plus#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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