Product Support Engineer
hace 2 semanas
It's fun to work in a company where people truly BELIEVE in what they're doing
- We're committed to bringing passion and customer focus to the business._
Corporate Overview
We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity.
Protection Starts with People.
The Role and the Team
A seasoned professional: you have wide-ranging experience, to resolve complex issues. Also strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex software technical issues with Proofpoint’s products. You will interact directly with our large enterprise customers to provide advanced software technical support in a professional manner. The daily work includes regular updating of technical support cases to record progress of open issues in our call tracking system, hosting WebEx sessions with customers to diagnose reported problems, interacting with sustaining engineering and operations’ teams for items that require escalation, and documenting technical solutions and product information in the knowledge base.
This is an advanced technical support group, you will act as an SME in a broad range of topics. You receive tickets that have been transferred from the front line or Product Support Engineers due to their complexity. You will work as a team with our account managers, SEs, customer success managers, and professional services to provide a positive customer interaction with Proofpoint. You determine method and procedures on new assignments.
Responsibilities Include
- Provide advanced software technical support to customers, resellers, and partners of Proofpoint via phone and the ticketing system
- Manage cases in the ticketing system to ensure your cases are handled within SLO guidelines
- Create and send out alerts and other customer communications as necessary
- Publish Knowledge Base articles for internal and customer use
- Seen as the SME to review technical documentation for training materials, manuals, troubleshooting guides, etc.
- Act as an SME for select technical skills, making yourself available to provide guidance and mentoring to lower-level Product Support Engineers in a positive and effective way
- Lead by example technically, professionally, and in dedication
**Requirements**:
- Strong understanding of Microsoft Exchange and SMTP messaging architecture
- Hands-on experience trouble-shooting Microsoft Windows, Active Directory, and Internet Information Server (IIS)
- Typically requires strong related experience
- Strong experience in administration or support of Proofpoint security software
- Strong experience in Powershell and command line scripting an asset
- Excellent written and verbal customer-facing communication skills
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.
LI-JR1
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us_
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