▷ Inicio Inmediato: Product Support Engineer
hace 2 meses
Proofpoint
Proofpoint helps protect people, data and brands against cyber attacks. Offering compliance and cybersecurity solutions for email, web, cloud, and more.
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
In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.
When you join Proofpoint, you’re helping to:
- Build and enhance our proven security platform
- Blend innovation and speed in a constantly evolving cloud environment
- Analyze new threats and offer deep insight through data-driven intel
- Collaborate with customers to help solve their toughest security challenges
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—and why more than half of the Fortune 100 trust us as a security partner.
About the Product Support Team
At Proofpoint, a product support engineer is responsible for providing technical support to customers who use Proofpoint's products and services. This may include troubleshooting issues, identifying, and resolving technical problems and working with other members of the engineering team to improve the overall quality of the product.
#LifeAtProofpoint as a Product Support Engineer
A seasoned professional: you have wide-ranging experience to resolve complex issues. This person can identify problems; 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 will work as a team with our account managers, SEs, customer success managers, and professional services to provide positive customer interaction with Proofpoint.
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)
- Strong ability to independently trouble-shoot software applications, complex distributed system environments involving multiple configurations and protocols
- 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 driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best and the brightest and cultivating a culture of collaboration and appreciation. We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us
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