Enterprise Product Support Engineer

Proofpoint; Melbourne; Sur place; AUD 90 000 - 120 000; Plein temps

Résumé du poste

Proofpoint is seeking a Product Support Engineer to provide Tier 1 support for enterprise customers, focusing on email administration and security. The role involves troubleshooting complex issues and coordinating with escalations across multiple support levels.

You will engage with customers via phone, web, and email, deliver timely resolutions, and collaborate with the wider team on installations and configurations. Linux experience is a plus, and a fast-paced environment is expected.

Qualifications

• Experience in a technical support/helpdesk environment or relevant internship.
• Experience in analyzing and resolving software issues.
• Ability to engage professionally with customers across interfaces.
• Able to thrive in a fast-paced, agile environment with strong problem-solving.

Responsabilités

• Provide Tier 1 support to administrators & enterprise-level partners during business hours.
• Provide troubleshooting and technical support of complex issues 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.

Connaissances

Email systems

Networking

Troubleshooting

Customer communication

Problem solving

Outils

Linux

Description du poste

Proofpoint is seeking a Product Support Engineer to provide Tier 1 support for enterprise customers, focusing on email administration and security. The role involves troubleshooting complex issues and coordinating with escalations across multiple support levels.

You will engage with customers via phone, web, and email, deliver timely resolutions, and collaborate with the wider team on installations and configurations. Linux experience is a plus, and a fast-paced environment is expected.