Enterprise Product Support Engineer — Flexible Work

Proofpoint; Melbourne, Sydney, Brisbane, Adelaide; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Proofpoint in Australia is seeking a Product Support Engineer for our Enterprise level products. You will deliver Tier 1 support to administrators and enterprise partners, diagnosing complex issues and guiding customers through proper usage while coordinating with internal teams.

The role suits someone with experience in email administration and security or DNS, who thrives in a fast-paced, customer-facing environment and is comfortable working remotely across Australia.

Qualifications

• Proven experience in a technical support/helpdesk environment from industrial placement year or since graduating (experience AND/OR knowledge with Email systems and Networking)
• Experience in problem analysis and resolution of software problems
• Ability to handle customers professionally across all interfaces
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Proven ability to function in a self-directed environment and also to cooperate with team members

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

Technical support

Problem analysis

Customer handling

Fast-paced environment

Team collaboration

Tools

Linux

Job description

Proofpoint in Australia is seeking a Product Support Engineer for our Enterprise level products. You will deliver Tier 1 support to administrators and enterprise partners, diagnosing complex issues and guiding customers through proper usage while coordinating with internal teams.

The role suits someone with experience in email administration and security or DNS, who thrives in a fast-paced, customer-facing environment and is comfortable working remotely across Australia.