Job SummaryEn Cummins, creemos que tu pasión es tu poder.
Impulsa tu carrera con el apoyo de un equipo general que te empodera para dar lo mejor de ti.Key Responsibilities**Lidera la investigación de problemas de producto o sistema** , comprende los mecanismos causales y recomienda las acciones apropiadas.
Brinda soporte al proceso de análisis de fallas para modos de falla comunes (por ejemplo: PIR, CCR, HTD, TSR).
Documenta de manera clara y concisa los resultados de las acciones de diagnóstico y reparación en la base de datos correspondiente.
**Gestiona el conocimiento** compartiendo la experiencia y los aprendizajes adquiridos con otros equipos a través del Sistema de Gestión del Conocimiento (KMS), tickets de Quick Serve Online (QSOL), capacitaciones, entre otros medios.Actúa como **recurso de soporte técnico experto en sitio** cuando es requerido.
Proporciona aportes técnicos para discusiones y decisiones relacionadas con políticas.
Mantiene una comunicación efectiva para asegurar que los territorios estén bien informados y coordina reuniones periódicas entre equipos, funciones y grupos de clientes.Investiga problemas emergentes, así como incidencias de producto o proceso en campo, y desarrolla soluciones técnicas sólidas y efectivas.
Colabora en campañas de acciones de campo y en programas de atención temprana del producto (Infant Care/VPI) cuando sea necesario y esté disponible.Promueve la **seguridad como prioridad en todas las actividades** , con el objetivo de lograr una vida libre de lesiones.
Orienta a técnicos con menos experiencia en temas técnicos y resolución de problemas para brindar un soporte más eficiente a los clientes.Proporciona soporte al producto y a los clientes en campo, actuando como enlace durante las escalaciones hacia el **Technical Territory Manager (TTM)** y/o Ingeniería para impulsar mejoras y correcciones de producto.
Implementa mejoras correspondientes al **Paso 3 (Step 3)** una vez obtenidas las aprobaciones necesarias.Soporte técnico especializado a clientes y distribuidores en campo.Gestión y seguimiento de escalaciones técnicas con Ingeniería y equipos de producto.Elaboración de informes técnicos y documentación de servicio.Participación en programas de mejora de producto y confiabilidad.Capacitación y mentoría técnica a personal de servicir 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 and the Team**Proofpoint is seeking an experienced Manager, Product Support with strong interpersonal skills who can instill and grow Proofpoint's positive culture in the team, will be responsible for delivering a high level of customer service to large enterprise customers, and facilitate an efficient, collaborative, and enjoyable working environment.
This position will manage a team of Information Security Product Support Engineers which includes but is not limited to; managing procedures related to the identification, prioritization and resolution of customer requests, ticket monitoring, tracking, coordination of Support resources and the ability to communicate information at all levels (customer, engineering, and executive).
Strong communication skills are essential.
**Your day-to-day**+ Work collaboratively with cross‐functional teams to ensure an exceptional customer experience+ Hire, on‐board, coach and develop the best product support engineers in the industry+ Drive customer escalations to resolution by leading and engaging with customers directly.
+ Manage the overall health of the case queue and phone coverage+ Ability to identify and manage support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven.
**What you bring to the team**+ BS Degree in a technical curriculum or equivalent.
+ 4 + years' experience successfully leading a product support team+ Proven track record of managing top talent and fostering their growth+ A record of creating a team environment with high employee retention, strong job satisfaction, and successful career growth+ Ability to self‐direct,



multi‐task and prioritize job requirements+ Strong knowledge of customer relationship management+ Excellent verbal, written and interpersonal communication skills.
+ Knowledge of security platforms, email protection, cloud services, software as a service (SaaS)+ Candidates should be flexible working evening and weekend shifts**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.
**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 .
Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.
**How to Apply**Interested?
Submit your application along with any supporting information- we can't wait to hear from you!
Proofpoint has been honored with six Best Places to Work Awards in **** by workplace culture leader Comparably, including Best Compastrial, Electrónica o carreras afines.Experiencia laboral relevante de nivel inicial a intermedio en soporte técnico, ingeniería de servicio, confiabilidad o áreas relacionadas.Experiencia previa en funciones técnicas orientadas al cliente será considerada una ventaja.La posición puede requerir autorizaciones o licencias asoci
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