Proofpoint

Technical Support Lead

Proofpoint

full-time

Posted on:

Origin:  • 🇦🇺 Australia

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Job Level

Senior

Tech Stack

CloudCyber SecurityDNSLinux

About the role

  • Lead a team of support engineers assisting customers via community portal and phone
  • Establish and manage systems to address customer inquiries and issues
  • Report new/recurring problems to design departments and ensure representatives are trained on product upgrades/releases
  • Manage selection, development, and evaluation of personnel
  • Serve as main point of contact for customers and oversee issue resolution from identification to post-mortem
  • Advocate for customers to drive enhancements across Customer Service, Professional Services, Product, Engineering, and Partner Management
  • Provide Tier 1 support to administrators & enterprise-level partners during business hours
  • Troubleshoot complex technical issues and communicate with customers via phone, web tools and email
  • Manage product escalations and act as liaison between customers and tiered support
  • Facilitate queue prioritization and assist engineers when required
  • Manage local support team providing coaching, training, and development
  • Develop and implement support strategies to improve customer satisfaction and reduce response times
  • Manage shift rotations, provide coverage, and participate in on-call 24x7 rotation
  • Provide customer-facing updates, internal reporting, and post-escalation analysis
  • Coordinate incident root cause research and generate customer-facing cause analysis documentation
  • Evaluate customer SLA violation requests and review technical documentation for training materials, manuals, and troubleshooting guides
  • Manage customer dissatisfaction and work to return customer to a promoter

Requirements

  • 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 leadership 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.