Director Technical 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 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: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 innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impactThe RoleAs Director, Customer Support, you will shape and execute the regional strategy for technical support, delivering programs that optimize customer satisfaction, ensure highquality service execution, and enhance the customer experience across the break/fix journey. This role also ensures full alignment with global Customer Success initiatives and strategic prioritiesThis role will be based in Japan or AustraliaYour day-to-dayExecute a comprehensive customer success strategy for the technical support organization, including workforce planning, hiring, onboarding, operational execution, and the people/process/technology investments required to deliver excellenceDefine and track success criteria by establishing key operational and performance metricsDevelop standards and escalation frameworks that ensure consistent, highquality handling of customer issues and drive positive customer outcomesImprove customer value and product adoption, contributing to higher satisfaction, retention, and overall customer healthEvaluate current customer needs, identifying what is being met, what is within Proofpoint''s control to improve, and where additional focus is requiredAnalyze customer data and market signals to proactively manage customer satisfaction across current and future customer segmentsCollaborate crossfunctionally with Professional Services, Product Management, Engineering, Marketing, and Sales to influence regional strategy and organizational alignmentSupport global business continuity efforts as an active member of the broader support leadership communityOperate effectively in a matrixed environment, building strong partnerships across regions and functionsWhat you bring to the teamDemonstrated success leading enterpriseclass support organizations and achieving customer success outcomes (e.g., CSAT, NPS, customer reviews)7+ years of experience in customer success, technical support, or professional services leadership within a highgrowth B2B software/SaaS environmentProven ability to partner with executive leadership to build alignment around strategy and execution plansStrong history of datadriven decisionmaking grounded in operational and business metricsA strategic, customercentric mindset with experience in direct customer engagement and leading teams that deliver exceptional customer value#LI-ML1Why 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 compensationComprehensive benefitsCareer success on your termsFlexible work environmentAnnual wellness and community outreach daysAlways on recognition for your contributionsGlobal collaboration and networking opportunitiesOur 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 ApplyInterested? Submit your application along with any supporting information- we can''t wait to hear from you

Created: 2026-02-11