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.
About the Team This is an advanced support group, owning and resolving moderate to complex issues from start to finish. You will work as a team with our RnD team around the world Account Managers, SEs, Customer Success Managers, and Professional Services to provide a positive customer interaction with Proofpoint.
The Role - Product Support Engineer As an experienced professional and a strong problem solver; isolation and root cause analysis skills are vital to diagnose and resolve technical issues of varying complexity in Proofpoint's products especially in ObserveIT ITM.
You will interact directly with our enterprise customers to deliver impeccable service on each and every interaction.The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems, maintaining regular communications with customers to ensure transparency and proper expectations, and documenting technical solutions and product information in the knowledge base.
The work is frequently performed on Windows based OS when working on our premium solution which is based on IIS and SQL. In addition we have our SaaS solution which based on AWS, both solutions have the ability to deploy Agents On the following OS's : Windows / Mac / Unix / Linux / VDI / publish Apps / TS.
Responsibilities Include + Provide technical product support to customers, resellers, and partners of Proofpoint+ Provide configuration help, troubleshooting, and best practice advice to customers+ Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLO targets+ Author and review Knowledge Base articles for internal and customer use+ Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Requirements + Excellent written and verbal customer-facing communication skills.+ Strong knowledge on Windows OS : Troubleshooting on application installation (OIT ITM agents), Communication, Performance,SSL certificates, AD integration, IIS, FW, Storage and Disk performance, LB, Virtualization,+ Basic understanding and experience as administrative DBA with the ability to run and write SQL queries.
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+ Analyze new threats and offer deep insight through data-driven intel+ Collaborate with customers to help solve their toughest security challengesWe are singularly devoted to helping our customers protect what matters most.
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.
Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.