Teams at Proofpoint

Manages an enterprise technical support team serving large customers during a 1pm–10pm shift. Responsibilities include hiring and developing support staff, overseeing ticket prioritization and resolution, managing escalations, coordinating with engineering and product teams, analyzing support metrics, improving processes, and maintaining reporting and tracking infrastructure to deliver exceptional customer service.

Monitors and maintains global servers and network devices in a 24x7 NOC environment. Manages incidents, troubleshoots Linux, networking, hardware, and operating system issues, and supports production availability and uptime. The role documents major incidents, improves runbooks and operational processes, coordinates with senior engineers, monitors production systems, and contributes to continuous service improvement using AI and monitoring tools.

Provide technical support to enterprise customers and partners for Proofpoint cybersecurity products during a 1 p.m. to 10 p.m. shift. Troubleshoot complex software, email, networking, and configuration issues; manage escalations; advise customers; collaborate with tiered support teams; mentor associates; and contribute to knowledgebase documentation.