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About the Role
This technical role requires interaction with senior-level enterprise clients and IT/Security staff. The ideal candidate will possess a strong technical and security software foundation, particularly in Linux, messaging, and cloud services, with a proven ability to manage concurrent projects and ensure a high-quality customer experience.
Responsibilities
- Provide ongoing and proactive technical leadership and support to strategic customers with minimal direction.
- Manage and monitor support interactions, acting as an internal advocate for strategic customers and responding to escalations.
- Direct crisis and incident response, collaborating with internal teams for timely resolution and effective customer communication.
- Meet regularly with clients, both remotely and on-site, to review support, system status, issues, and releases.
- Create and deliver executive customer presentations on system performance, issues, ROI, and future actions.
- Develop a deep understanding of customer's business and operational needs.
- Maintain deep practical technical knowledge of Proofpoint's integration within the customer's environment.
- Develop and oversee a strategy to meet complex customer requirements using Proofpoint's solutions.
- Provide proactive recommendations supporting customer requirements, roadmaps, and technical needs.
- Identify and prioritize short-term and long-term goals.
- Plan and lead process improvement initiatives to enhance customer satisfaction.
- Plan, document, and identify risks for production changes spanning multiple services or technologies.
- Schedule own time and ensure quality completion of multiple tasks in a dynamic environment.
- Use independent judgment within broad parameters.
- Design and implement solutions to complex problems.
Requirements
- 4+ years of industry experience in a client/professional service, sales engineer, senior support engineer, IT operations management, or senior engineer role with exposure to multiple technology areas.
- Knowledge of data communication concepts and technologies, specifically email and networking knowledge of Linux, SMTP, and MySQL.
- Working knowledge of Windows, Active Directory, and Microsoft Exchange.
- Experience with Data Loss Prevention (DLP) solutions, information protection technologies, or email security platforms is considered a strong advantage.
- Very strong customer service and excellent communications skills, both written and oral.
- A history of successfully leading and directing technical staff through crisis situations.
- Adaptable and willing to learn new technologies.
- Knowledge of project management and strong time management skills.
- Ability to effectively work in a team environment as well as independently.
- English: reading & writing for global collaboration (required); conversational speaking skills preferred.
Skills
- Linux
- Messaging
- Cloud services
- Data communication concepts
- Networking
- SMTP
- MySQL
- Windows
- Active Directory
- Microsoft Exchange
- Data Loss Prevention (DLP)
- Information protection technologies
- Email security platforms
- Customer service
- Communication skills
- Project management
- Time management
Location
- Tokyo, Japan
Work Type
- Full-time
Experience Level
- 4+ years of industry experience
Benefits
- 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
About the Company
- Proofpoint is a global leader in human- and agent-centric cybersecurity, protecting how people, data, and AI agents connect across email, cloud, and collaboration tools.
- Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint.
- Our mission is to safeguard the digital world and empower people to work securely and confidently.
- We are guided by our BRAVE core values: Bold, Responsive, Accountable, Visionary, and Exceptional.
Equal Opportunity
- 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 accessibility@proofpoint.com.