Product Support Engineer

Proofpoint Canada ULC; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading cybersecurity firm in Toronto is seeking a Technical Support Engineer. You will provide advanced software technical support for our Archiving solutions, interact with enterprise customers, and manage complex technical issues. Candidates should have 5+ years of experience, strong AWS knowledge, and excellent communication skills. This role offers a competitive compensation package and a flexible work environment.

Benefits

Competitive compensation

Flexible work environment

Learning & Development programs

Annual wellness and community outreach days

Qualifications

• Strong problem determination skills are required.
• Experience hosting remote troubleshooting sessions.
• Advanced understanding of server architecture.

Responsibilities

• Provide enterprise level technical support to customers.
• Update technical support cases regularly.
• Participate in on-call support 24x7 rotation.

Skills

Troubleshooting skills for software applications

Experience with AWS services

Excellent communication skills

Customer service passion

Knowledge of Microsoft Exchange

Education

5 or more years of related experience

Tools

Salesforce

AWS

Job description

About Us :

We are the leader in human-centric cybersecurity. Half a million customers including 87 of the Fortune 100 rely on Proofpoint to protect their organizations. Were driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.

How We Work :

At Proofpoint youll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values : Bold in how we dream and innovate Responsive to feedback challenges and opportunities Accountable for results and best-in-class outcomes Visionary in future-focused problem-solving Exceptional in execution and impact.

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. Thats why were a leader in next-generation cybersecurity.

Protection Starts with People. Proofpoint.

The Role

Strong problem determination isolation and root cause analysis skills are required to diagnose and resolve complex software technical issues with Proofpoints Archiving software. You will interact directly with our large enterprise customers to provide advanced software technical support in a professional manner. The daily work includes regular updating of technical support cases to record progress of open issues in our call tracking system hosting online sessions with customers to diagnose reported problems interacting with sustaining engineering and operations teams for items that require escalation and documenting technical solutions and product information in the knowledge base. This is an advanced technical support group; you receive tickets that have been transferred from the front-line support team due to their complexity. You will work as a team with our account managers SEs customer success managers and professional services to provide a positive customer interaction with Proofpoint. Individuals successful in this rolemay havealso worked as : Technical Service / Support Representative Technical Support Engineer(Advanced) Systems Administrator Systems Analyst Cloud Administrator IT Analyst

Your day-to-day

Provide enterprise level technical support to customersre-sellersand Proofpoint Partners via phone and the ticketing system (Salesforce experience preferred)

Provide advanced software technical support to customers resellers and partners of Proofpoint via phone and the ticketing system

Manage cases in the ticketing system to ensure your cases are handled within SLA guidelines

Create and send out alerts and other customer communications as necessary

Publish Knowledge Base articles for internal and customer use

Review of technical documentation for training materials manuals troubleshooting guides etc. Shift work may be required (hours may differ depending on customer demand and business need)

Participate in on-call support 24x7 rotation as assigned

What you bring to the team

Strong troubleshooting skills for software applications and distributed cloud environments (AWS)

Experience with AWS services such as S3 EC2 IAM CloudWatch and other related components

Understanding of cloud security networking and monitoring best practices

Strong ability to independently troubleshoot software applicationsandcomplex distributed system environments involving multiple configurations andprotocols

Excellent written and verbal customer-facing communication skills Experience hostingZoomWebEx or other remote hosting tools for customer troubleshooting sessions

Passion for customer service customer experience and customer support

Advanced understanding of Microsoft Exchange and SMTP messaging architecture Hands-on experience trouble-shooting Microsoft Windows Active Directory and Internet Information Server (IIS) Experience with other Email Archiving Software an asset

5 or more years of related experience

Nice to have :

AWS Certified Solutions Associate / Architect MCP MCSA MCSE CCNA CCNP experience with Power shell andscripting

Excellent written and verbal customer-facing communication skills

Passion for customer service and support

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. Were 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 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

LI-PH1

Why Proofpoint At Proofpoint we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons youll love working with us :

Competitive compensation

Comprehensive benefits

Learning & Development : We are committed to the growth and development of our team members offering a range of programs including leadership and professional development workshops stretch project assignments and mentoring opportunities to help employees reach their full potential.

Flexible work environment : Remote options hybrid schedules flexible hours etc..

Annual wellness and community outreach days

Always on recognition for your contributions

Global collaboration and networking opportunities

Our Culture :

Our culture is rooted in values that inspire belonging empower purpose and drive success-every day for everyone. We encourage applications from individuals of all backgrounds experiences and perspectives. If you need accommodation during the application or interview process please reach out to . How to Apply Interested Submit your application here We cant wait to hear from you!

Key Skills

Document Controlling,Cost Accounting,Business Administration,Database,Art

Employment Type : Full-Time

Experience : years

Vacancy : 1