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:

As 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 customer experience including Customer Service, Professional Services, Product Management, and Engineering.

Your day-to-day

• 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.
• 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.
• Evaluate customer request for service level agreement violations.
• Lead cross-departmental process improvement to maximize customer retention.
• Drive process improvement as part of the overall customer office group.
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

What You Bring To The Team:

• Extensive customer service experience with escalation management background.
• Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations.
• Strong problem-solving approach.
• Ability to build a holistic view on issue(s), zoom in into critical problems and build up an action plan.
• Highly proficient in written and spoken business English.
• An accomplished communicator and influencer, able to work with customers, users, senior level management, sales and peers.
• Experience working in Linux command line environments.
• Good understanding of Database and SaaS applications.
• Strong knowledge of Salesforce service cloud-based system.
• Strong business and management acumen.
• Ability to independently debug broad, complex system environments involving multiple configurations and protocols is advantageous.
• Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred.
• Project Management experience, PMP certification is a plus.
• Bachelor’s Degree or relevant work experience. Why Proofpoint Protecting people is at the heart of our award-winning cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and driven-to-win organisation 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! If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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! #Life AtProofpoint

Sincerly,
-Recruiting Enablement

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 accessibilityproofpoint.com.

How to Apply

Interested? Submit your application along with any supporting information- we can’t wait to hear from you!