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
The 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 Australia
Your day-to-day
Leadership & Strategy
- Lead, mentor, and develop a team of Technical Support Engineers, and Specialists
- Define and execute the support strategy, ensuring alignment with company goals and customer expectations
- Build a culture of accountability, customer advocacy, and continuous learning
- Establish staffing plans, KPIs, and operational frameworks to support growth and scalability
Operational Excellence
- Oversee day‑to‑day support operations, including case management, SLAs, escalations, and resource allocation
- Build and refine processes to improve case commitments, response times, and customer satisfaction
- Implement best practices in knowledge management, documentation, and case review
- Drive tooling improvements for CRM, ticketing, monitoring, and diagnostic systems
Customer Experience & Escalation Management
- Own high‑severity incident management and communication to both customers and leadership
- Serve as the executive point of contact for strategic or at‑risk accounts
- Analyze trends in product issues and customer feedback; partner with Product/Engineering to influence roadmap decisions
Cross-Functional Collaboration
- Collaborate with Customer Success, Sales, and Professional Services to deliver a seamless customer journey
- Lead initiatives to reduce support demand through preventative measures, training programs, and product improvements
- Support global business continuity efforts as an active member of the broader support leadership community
- Operate effectively in a matrixed environment, building strong partnerships across regions and functions
Data & Reporting
- Track, report, and present operational metrics, insights, and recommendations to executive leadership
- Use data to identify gaps, optimize workflows, and improve team performance and customer outcomes
What you bring to the team
- 8+ years of experience in Technical Support, Customer Support, or related technical leadership roles
- 4+ years of experience leading managers or large support teams in a SaaS, cloud, or technical environment
- Strong understanding of troubleshooting methodologies, support operations, and incident management
- Proven ability to manage escalations and communicate effectively with executives and customers
- Experience with CRM/ticketing platforms (e.g., Salesforce, JIRA) and monitoring/logging tools
- Excellent communication, leadership, and decision‑making skills
- Ability to work under pressure while maintaining a calm, customer-focused approach
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Why 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 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 [email protected].
How to Apply
Interested? Submit your application along with any supporting information- we can’t wait to hear from you!
