Product Support Engineer

Corporate Overview

Proofpoint is a leading cybersecurity company protecting organizations’ greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.

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)
• 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