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.
The Role An experienced professional with strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve technical issues of moderate complexity in Proofpoint's products.
You will interact directly with our enterprise customers to deliver "white glove 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, 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, owning and resolving some moderate to complex issues from start to finish. 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.
Receives little instruction on day to day work. 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 Provide problem diagnosis and root cause analysis for technical issues Publish Knowledge Base articles for internal and customer use Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Requirements Typically requires strong and related technical experience Excellent written and verbal customer-facing communication skills.
Complete competence working in Linux command line environments Advanced use of grep, regex, log scraping in command line, etc Fully experienced with email system debugging Fully experienced using remote hosting tools for customer troubleshooting sessions Experience with Palo Alto Networks, Cisco, Symantec, McAfee, Fortinet, or other email / network security products a plus With little supervision, the ability to debug broad, system environments of moderate complexity involving multiple configurations and protocols #LI-JR1 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! 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+ 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.