Enterprise Product Support Engineer

Proofpoint; City of Melbourne; On-site; AUD 85,000 - 115,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Wellness days

Global collaboration

Job summary

Proofpoint is seeking a Product Support Engineer to join our Enterprise-level support team. You will provide Tier 1 assistance to administrators and enterprise partners, troubleshoot complex issues, and coordinate product escalations with multiple support tiers, while ensuring customer satisfaction and effective problem resolution.

You should be familiar with email administration and security concepts, comfortable working in a fast-paced, customer-facing role, and capable of collaborating with

Qualifications

• Proven experience in a technical support/helpdesk environment from industrial placement year or since graduating.

Responsibilities

• Provide Tier 1 support to administrators & enterprise-level partners during business hours (hours may differ depending on customer demand and business need)
• Provide troubleshooting and technical support of complex technical issues constantly communicating with customers via phone, web-based tools and email
• Advise customers regarding the product's proper use and address specific systems issues
• Manage product escalations, act as a liaison between customers, and various levels of tiered support
• If needed, work as part of our wider team assisting customers during installations and configuration

Skills

Email systems

Networking

Troubleshooting

Customer communication

Tools

Linux

Job description

Proofpoint is seeking a Product Support Engineer to join our Enterprise-level support team. You will provide Tier 1 assistance to administrators and enterprise partners, troubleshoot complex issues, and coordinate product escalations with multiple support tiers, while ensuring customer satisfaction and effective problem resolution.

You should be familiar with email administration and security concepts, comfortable working in a fast-paced, customer-facing role, and capable of collaborating with