Product Support Engineer

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.

The Role  

Proofpoint is seeking a Product Support Engineer for our Enterprise level products. Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem resolutions in a fast-paced environment. The role is ideal for those who are passionate about engaging with customers and possess an understanding of email administration and security or DNS, however we will consider broader experience gained in a customer-facing, technical environment.

Proofpoint offers a highly competitive salary and benefits package reflecting the 1pm to 10pm shift (with a competitive shift allowance, in addition to your base salary) and including other perks like company-wide wellbeing initiatives. Product training is provided on our market-leading cybersecurity solutions. Flexible interview appointments are available after 5pm with our interview team.

Your day-to-day  

Provide Tier 1 support to administrators & enterprise-level partners via phone, web-based tools, and email, during the hours of 1pm to 10pm from Monday to Friday (hours may differ depending on customer demand and business need).

Conduct thorough analysis of customer environments to identify root causes of issues and provide effective solutions, escalating complex cases to senior engineers when necessary.  

Document and track customer interactions, issues, and resolutions in the support ticketing system.  

Manage product escalations, act as a liaison between customers, and collaborate with cross-functional teams, including Engineering and Product Management, to address customer concerns and provide feedback for product improvement.  

Assist in the creation and maintenance of knowledge base articles and support documentation.
 

Stay updated with product enhancements, new features, and industry trends to effectively support customers.

If needed, work as part of our wider team assisting customers during installations and configuration.

What you bring to the team  

Excellent communication and interpersonal skills to effectively interact with customers and internal teams.

Experience in a technical support or problem analysis and resolution of software problems environment from industrial placement year or since graduating (experience AND/OR knowledge with email systems and networking).

Ability to handle customers professionally across all interfaces verbal and written.

Proven ability to function in a self-directed environment and to cooperate with team members.

Innovative thinker who is positive, proactive, and readily embraces new challenges.

Nice to have:

Experience with Linux/Unix operating systems and command-line tools is beneficial.

Bachelor’s degree in Computer Science, Information Technology, or a related field.  

Ability to quickly develop as subject matter expert in areas of Proofpoint technologies.

Why Proofpoint

Protecting people is at the heart of our award-winning 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

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