Resolution Manager Proofpoint
THIS JOB HAS EXPIRED Description
The role of the Resolution Manager is to be the focal point for internal and external escalations regarding both systems-related and customer-reported issues. In that role, the RM will coordinate and lead interdepartmental technical activities, and internal communication, as well as ensure the timeliness of external responses to customer facing issues.
The RM owns the processes for company-wide alerting, and communications with key partners, customers and executive staff. The RM coordinates resources, manages the political side of complex or hot-button issues, serves as project manager for large scale customers with multiple issues requiring coordination, and will take technical ownership to drive issues.
Ultimately, the RM role is very customer satisfaction focused. The RM will facilitate a team approach to problem solving, and keep developing processes and procedures that can be consistently applied.
5+ years industry experience in a customer-facing Technical Support management, Escalation management, or Support Lead position.
Experience in supporting Fortune 500 or other large companies
Broad technical knowledge of Internet products and technologies, data security/protection
Good understanding of Linux, SMTP/email, MySQL, networking topology, TCP/IP protocol, network configuration and components (firewalls, routers, etc.)
Excellent presentation and communication skills; demonstrated ability to present and explain technology to people with varying degrees of technical knowledge
Broad experience in seeking consensus and effective interaction with cross-functional teams
Excellent organizational, analytical, internal negotiation, and influence skills
Ability to work independently, adapt quickly, grasp abstract concepts
Keep a positive attitude in a fast paced, high-stress environment
Bachelor?s degree or equivalent
Travel: up to 20%
#LI - CG1
Proofpoint, Inc. helps the largest and most successful companies in the world protect and govern their most sensitive data. Founded in 2002 by the former CTO of Netscape and headquartered in Sunnyvale, CA, Proofpoint was funded by top Silicon Valley investors, including Benchmark Capital and Mohr Davidow Ventures before going public in 2012.
Please note that Proofpoint does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, Proofpoint will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Proofpoint explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
||892 Ross Drive |
Sunnyvale, CA 94089
THIS JOB HAS EXPIRED