Senior Product Support Engineer

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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.

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. Proofpoint.

Job Description

Proofpoint is seeking a highly motivated and technically skilled customer-oriented Senior Technical Support Engineer to join our Support organization.

You will be a part of a dedicated support team providing technical assistance and support to our customers. Your primary responsibility will be to troubleshoot and resolve product-related issues, ensuring customer satisfaction and maintaining high-quality service standards.

Responsibilities

• Provide technical support to customers via phone, email, and other communication channels.
• Troubleshooting and resolving customer issues include working in complex infrastructure configurations, problem analysis and identification, training customers on product features, escalating product issues, and managing them towards resolution.
• Collaborate with cross-functional teams, including Engineering and Product Management, to address customer concerns and provide feedback for product improvement.
• Document and track customer interactions, issues, and resolutions in the support ticketing system.
• Ensure that the customer relationship is managed through proactive customer communication and provide rapid response when needed.
• Assist in the creation and maintenance of knowledge base articles and support documentation.
• Stay up to date with product enhancements, new features, and industry trends to effectively support customers.

Requirements

• Strong technical aptitude and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent communication and interpersonal skills to effectively interact with customers and internal teams.
• Strong written and verbal communication skills.
• Messaging infrastructure experience, ideally for email and / or Mobile provider to Carrier Grade Level.
• CASB (Cloud Access Security Broker) and Cloud DLP (Data Loss Prevention), ATO (Account Takeover), TSD (TAP SaaS Defence), and EDLP (Email Data Loss Prevention) experience.
• Web Security Proxy and AAC (Adaptive Access Control) experience.
• Strong Linux experience. Scripting (Perl, Python, shell) experience.
• TCP / IP networking experience.
• Anti-abuse (anti-spam and anti-virus) experience.
• Data analysis such as Splunk experience.
• Previous exposure working in Technical Account Management.
• Service Provider, Mobile Operator or Enterprise support experience.
• College Degree in Computer Science, Information Technology or equivalent industry experience.
• Experience working in an on-call team covering hours outside of local standard business hours.

Why 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 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! #LifeAtProofpoint

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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