At a Glance
- Tasks: Manage urgent customer issues and lead resolution efforts for critical situations.
- Company: Join Proofpoint, a leader in human-centric cybersecurity.
- Benefits: Competitive pay, flexible work, wellness days, and career growth opportunities.
- Other info: Be part of a culture that values diversity, collaboration, and personal growth.
- Why this job: Make a real impact in cybersecurity while advocating for customers.
- Qualifications: Experience in tech roles, strong communication skills, and familiarity with SaaS applications.
The predicted salary is between 60000 - 80000 £ per year.
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 Fortune 100, 10,000 large 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
- 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
As a member of the Global Critical Situation Management Organization, the Sr.
Critical Situation Manager is assigned to help manage the most urgent customer problems involving Proofpoint products and services.
This person serves as the communication focal point for the customer and oversees all resolution efforts from the initial problem identification to post-mortem analysis.
The Sr.
Critical Situation Manager also acts as a customer advocate to help drive improvements in all aspects of business, including Customer Service, Professional Services, Product and Engineering.
- Your day-to-day
- Lead high-severity customer incidents (major system outages) and/or executive escalations
- Leverage the internal, cross-functional community to drive critical situations to resolution
- Provide customer-facing updates and internal reporting
- Lead cross-departmental process improvement to maximize customer retention
- Drive process improvement as part of the overall Services group
- Provide post-escalation analysis reporting that will capture and help drive process improvements throughout the organization
- Coordinate and research incident root cause and generate customer-facing root cause analysis documents
- Evaluate customer requests for service level agreement violations
- Participate in on-call support 24x7 rotation as assigned
What you bring to the team
- Proficient in using AI tools to help analyse escalated situations and create internal and customer-facing reporting
- Extensive experience in customer-facing technology roles with escalation management background
- Solid understanding of Database and Saa S applications
- Basic familiarity with Linux command line environments
- An accomplished communicator and influencer, able to thrive in high pressure situations working with customers, users, senior level management, sales and peers
- Comfortable interacting with executives (customer and internal)
- Proven success coordinating solutions across multiple cross-functional teams
- Working knowledge of Salesforce service cloud-based systems
- Strong business and management acumen
- Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations
- Ability to maintain a calm and professional demeanour in the face of high-pressure, intense escalations
- Knowledge of email privacy/protection, cloud services, software as a service (Saa S) is preferred
- Project Management experience, PMP certification is a plus
Why Proofpoint?
- 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 accessibility@proofpoint. com.
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.
Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.
We are the leader in human-centric cybersecurity.
Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations.
We’re driven by a mission to stay ahead of bad actors and safeguard the digital world.
Join us in our pursuit to defend data and protect people.
Our BRAVE Values: At Proofpoint, we are BRAVE in everything we do, and our values aren’t just words—they shape how we work, collaborate, and grow.
We seek people who are bold enough to challenge the status quo, responsive in the face of ever-evolving threats, and accountable for delivering real impact.
We value those with a visionary mindset who anticipate what’s next and push cybersecurity forward, and we celebrate exceptional execution that ensures we continue to defend data and protect people.
Find your network, your allies, and your biggest fans.
We know that work is simply better when you’re surrounded by people who inspire you - who share ideas, cheer you on, and genuinely want to see you succeed.
That’s why we offer social circles, sponsored networks, and connection points across teams and time zones - to help you find your people, build your community, and thrive together.
This isn’t just a job - it’s a mission to protect people and defend data in a world that never slows down.
We’re building the future of human-centric cybersecurity, and that future belongs to all of us.
We take ownership, move fast, and hold ourselves accountable - because that’s what it takes to stay ahead.
And we do it together, winning as one.
Be empowered to reach your full potential through meaningful challenges and personalized support - designed around you and your goals.
Whether you're growing as a leader or leveling up from great to exceptional as an individual contributor, we’re here to help you get there.
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Sr. Critical Situation Manager employer: Proofpoint
Proofpoint is an excellent employer for those seeking a dynamic role in the tech industry, particularly as a Cloud SRE Associate in Belfast. With a commitment to employee growth, competitive compensation, and a flexible work environment, Proofpoint fosters a culture of innovation and collaboration, making it an ideal place for professionals eager to make a meaningful impact in the realm of security products.
StudySmarter Expert Advice🤫
We think this is how you could land Sr. Critical Situation Manager
✨Get Involved in the Cybersecurity Community
Diving into the cybersecurity community is key for landing that full-time gig. Join forums like Reddit's r/cybersecurity or attend local meetups to connect with industry veterans and other job seekers. Networking is everything in this field—don’t just be a passive lurker!
✨Show Off Your Skills with Capture the Flag Competitions
Participate in Capture the Flag (CTF) competitions; these are not just a fun way to boost your skills but also a chance to showcase your talent to potential employers. Many companies, including Proofpoint, love seeing candidates who actively engage in these challenges.
✨Tailor Your Online Presence
Make sure your LinkedIn and any professional profiles reflect your cybersecurity expertise. Share your projects, whether they’re personal or from a previous role, to catch the eye of hiring managers. This is how they’ll find your passion and commitment to the field!
✨Apply Directly Through Proofpoint
Don’t forget to head straight to our website and check out any openings for cybersecurity roles at Proofpoint. Applying directly can sometimes give you an edge, especially if you can mention that you've been following our work or engaging in the community.
We think you need these skills to ace Sr. Critical Situation Manager
Some tips for your application 🫡
Show off your technical skills:In cybersecurity, it's crucial to highlight your technical prowess. Make sure your CV showcases specific skills like network security, penetration testing, or threat analysis. If you have relevant certifications (like CEH or CISSP), pop those on the front page to grab attention!
Tailor your portfolio for the role:Even for a full-time role, a portfolio can set you apart. If you've worked on any cybersecurity projects—be it CTF challenges, security assessments, or research papers—include these in your application. This demonstrates not just your skills, but also your hands-on experience!
Use real-world examples:When writing your cover letter, don’t just stick to your qualifications. Share real-world examples of how you’ve tackled security issues or vulnerabilities. This gives the hiring team at Proofpoint insight into your practical problem-solving abilities and makes your application memorable.
Demonstrate your passion for cybersecurity:Cybersecurity is an ever-evolving field, so show us that you’re always learning! Mention any recent courses, webinars, or industry events you’ve attended. This not only exhibits your enthusiasm but also signals to Proofpoint that you’re committed to staying ahead in the game.
How to prepare for a job interview at Proofpoint
✨Sharpen Your Technical Skills
For a role in cybersecurity, it’s essential to be up-to-date with the latest tools and techniques. Brush up on your knowledge of firewalls, intrusion detection systems, and vulnerability assessment tools. Be ready to discuss specific scenarios where you’ve applied these skills, as hands-on experience can really set us apart in interviews.
✨Prepare for Scenario-Based Questions
Expect the interviewers at Proofpoint to throw in some hypothetical situations to see how you’d handle them. Think about common security breaches or incidents and be prepared to explain how you would respond. This not only shows your problem-solving skills but also your understanding of real-world cybersecurity challenges.
✨Highlight Your Certifications
Certifications like CompTIA Security+, CISSP, or CEH can give you a significant edge in a full-time role in cybersecurity. Make sure to mention these during your interview and be prepared to discuss what you learned through those certifications and how they relate to the position at Proofpoint.
✨Show Your Passion for Cybersecurity
Since you’re going for a full-time gig, showing genuine enthusiasm for the field can make all the difference. Share any personal projects, blogs, or communities you’re part of that relate to cybersecurity. This not only showcases your passion but also your commitment to staying engaged in this ever-evolving field.
