Product Support Engineer

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  • Hace 6 días
About Us:Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.How We Work:At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:Bold in how we dream and innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impactAbout Us:Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people. How We Work: At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: Bold in how we dream and innovate Responsive to feedback, challenges and opportunities Accountable for results and best in class outcomes Visionary in future focused problem-solving Exceptional in execution and impactThe RoleYou have demonstrated experience troubleshooting and resolving moderately complex technical issues. You bring strong problem‑determination, issue isolation, and root‑cause analysis skills needed to diagnose and resolve software‑related problems across Proofpoint’s product portfolio. In this role, you will work directly with enterprise customers to provide professional, high‑quality technical support. Your daily responsibilities include updating support cases in the call‑tracking system to ensure accurate documentation, conducting WebEx sessions with customers to investigate reported issues, and collaborating with sustaining engineering and operations teams for escalated items. You will also contribute to the knowledge base by documenting solutions, troubleshooting steps, and product information. As part of this technical support group, you will serve as a subject‑matter resource across a broad range of product areas. You will handle tickets escalated from frontline teams or Product Support Engineers due to their complexity. You will work closely with account managers, SEs, customer success managers, and professional services to help ensure a positive customer experience. You will follow established methods and procedures while applying critical thinking when working on new or unfamiliar assignments.Your day to day· 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 What you bring to the team· Familiar with Microsoft Exchange and SMTP messaging architecture· Familiar with Microsoft Windows, Active Directory, and Internet Information Server (IIS)· Independently trouble-shoot software applications, complex distributed system environments involving multiple configurations and protocols· Experience in Powershell and command line scripting an asset· Excellent written and verbal customer-facing communication skillsWhy 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 a driven-to-win organization with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply.We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint! #LifeAtProofpointWhy Proofpoint?At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:Competitive compensationComprehensive benefitsCareer success on your termsFlexible work environmentAnnual wellness and community outreach daysAlways on recognition for your contributionsGlobal collaboration and networking opportunitiesOur Culture:Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to .How to ApplyInterested? Submit your application along with any supporting information- we can’t wait to hear from you!

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