Product Support Engineer

TN United Kingdom; Belfast; On-site; GBP 30,000 - 50,000; Full time

Job description

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It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

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 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 an Associate Product Support Engineer for our Enterprise Email Archiving Software. The successful candidate will possess an understanding of email administration and security, Active Directory (AD), IP networking, cloud services and will be highly experienced in providing excellent customer service and problem escalation/resolution.

Individuals successful in this role may have also worked as:

1. Technical Service/Support Representative
2. Technical Support Engineer
3. Customer Service Representative
4. Help Desk Agent

Responsibilities include:

• Provide enterprise level technical support to customers, re-sellers, and Proofpoint Partners via phone and the ticketing system (Salesforce experience preferred).
• Manage cases in the ticketing system to ensure your cases are handled within SLA guidelines.
• Advise customers regarding the product's proper use and address specific systems/configuration issues.
• Manage product escalations, act as a liaison between customers, and various levels of tiered support.
• Work closely with infrastructure, operations, and engineering teams, including efforts to re-create issues in the test environment.
• Shift work may be required (hours may differ depending on customer demand and business need).
• Occasional weekend and holiday support may be required.

What you bring to the team

• Strong ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols.
• Ability to communicate effectively and in a constructive manner with customers, coworkers, management, and executives.
• Product support or Technical support experience.
• Experience with problem analysis and resolution of software problems.
• Understanding of Microsoft Exchange and SMTP messaging architecture.
• Hands-on experience trouble-shooting Microsoft Windows, Active Directory, and Internet Information Server (IIS).
• Experience hosting Zoom, WebEx or other remote hosting tools for customer troubleshooting sessions.
• Nice to have: AWS knowledge, MCP, MCSA, MCSE, CCNA, CCNP, experience with PowerShell and scripting.
• Passion for customer service, customer experience, and customer support.
• Great attitude towards work and learning more every day.

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 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!