At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to: - Build and enhance our proven security platform - Blend innovation and speed in a constantly evolving cloud architecture - Analyse new threats and offer deep insight through data-driven intel - Collaborate with customers to help solve their toughest security challenges

The Role

Proofpoint is seeking a Product Support Engineer for our Enterprise level product range. The successful candidate will possess an understanding of email administration and security, DNS, IP networking, and cloud services provision and will be highly experienced in providing excellent customer service and problem escalation/resolution.

Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues in Proofpoint’s products. You will interact directly with our enterprise customers to provide prompt solutions in a professional manner. The daily work includes regular updating of 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 for items that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced support group, you receive tickets that have been transferred from the front line support team due to their complexity. The work is frequently performed in Linux command line environments so appropriate skills are required. 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.

Your day-to-day

- Provide Tier 2 support to administrators & partners during the hours of 9pm to 6pm (hours may differ depending on customer demand and business need)

- Provide troubleshooting and technical support of complex technical issues via phone, web based tools and email

- Advise customers regarding the product's proper use and address specific systems issues

- Manage product escalations, act as a liaison between customers, and various levels of tiered support  

- If needed, candidate will assist customers during installations and configuration

- Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targets

- Provide problem diagnosis and root cause analysis for technical issues

- Publish Knowledge Base articles for internal and customer audiences

- Contribute to on-line community creating customer facing posts and responding to other users posts

- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

- Provision of weekend on-call support

What you bring to the team

- Knowledge of Email systems and Networking experience in a technical support/help desk environment

- Strong understanding of TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, MySQL & Exchange environment

- Complete competence working in Linux command line environments

- Strong technical and analytical skills

- Solid experience in problem analysis and resolution of software problems

- Proven ability to function in a self-directed environment

- Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success

- Innovative thinker who is positive, proactive, and readily embraces change

- Ability to handle clients professionally during all interfaces

- Strong written and verbal communication skills

- Quickly develops as subject matter expert in areas of Proofpoint technologies

Why Proofpoint

As a customer focused and driven-to-win organisation with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!