Product Support Engineer (1pm - 10pm)

Proofpoint; Belfast; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading cybersecurity firm is seeking a Product Support Engineer to join their dynamic team in Belfast. The role involves providing tier 1 technical support and engaging with customers to resolve complex issues in a fast-paced environment. Ideal candidates will have a passion for customer service and technical problem-solving, and opportunities for hybrid working are available. Join a collaborative culture where you can contribute to meaningful innovations in cybersecurity.

Benefits

Company-wide wellbeing initiatives

Product training on cybersecurity solutions

Qualifications

• Experience in a technical support/helpdesk environment.
• Experience with Email systems and Networking is desirable.
• Ability to excel in a fast-paced environment.

Responsibilities

• Provide Tier 1 support to administrators & enterprise-level partners.
• Manage product escalations and technical issue resolutions.
• Advise customers regarding proper product use.

Skills

Problem Analysis

Troubleshooting

Technical Support

Professional Communication

Critical Thinking

Problem Solving

Job description

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.

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.

Company Overview

At Proofpoint, people are at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We’re customer-focused, collaborative and committed to excellence. Through a culture of diversity, honesty and initiative, we deliver meaningful innovation that helps manage today’s biggest threats. With opportunities in all functions, we offer many exciting reasons to join our team.

The Role

Proofpoint is seeking a Product Support Engineer for our Enterprise level products. Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem escalations/resolutions in a fast-paced environment.

The role is ideal for those who are passionate about engaging with customers and possess an understanding of email administration and security or DNS, however we will consider broader experience gained in a customer-facing, technical environment.

Proofpoint offers a highly competitive salary and benefits package including other perks like company-wide wellbeing initiatives. Product training is provided on our market-leading cybersecurity solutions.

Hybrid working is also available with this role.

Your day-to-day

• Provide Tier 1 support to administrators & enterprise-level partners during the hours of 1pm to 6pm from Monday to Friday (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

What you bring to the team

• Experience in a technical support/helpdesk environment (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

Nice to have

• Experience with Linux is beneficial

• Innovative thinker who is positive, proactive, and readily embraces change

• Ability to quickly develop as subject matter expert in areas of Proofpoint technologies

Why Proofpoint

We are wholly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a pioneer in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner. We welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

#LI-AB1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!