Senior Manager Customer Support, Asia Pacific Japan

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 Fortunelarge 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 youll 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 highperforming 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 daytoday 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 highseverity incident management and communication to both customers and leadership
• Serve as the executive point of contact for strategic or atrisk 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 decisionmaking skills
• Ability to work under pressure while maintaining a calm customer-focused approach

#LI-ML1

Why Proofpoint

At Proofpoint we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons youll 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 .

How to Apply

Interested Submit your application along with any supporting information- we cant wait to hear from you!