Product Support Engineer (1pm - 10pm)

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

Job summary

A leading cybersecurity firm in Shefford is seeking a Product Support Engineer to deliver customer support for enterprise-level products. This role involves troubleshooting complex issues and collaborating with various teams to enhance customer satisfaction. Applicants should have experience in technical support and possess strong problem-solving abilities. Competitive salary and a hybrid work environment are offered.

Benefits

Competitive salary

Company-wide wellbeing initiatives

Flexible interview times

Qualifications

• Experience in a technical support or helpdesk environment.
• Proven abilities in problem analysis and resolution.
• Ability to quickly become a subject matter expert.

Responsibilities

• Provide support to administrators and enterprise-level partners.
• Troubleshoot and resolve complex technical issues.
• Manage product escalations and communicate with customers.

Skills

Technical support skills

Problem analysis

Customer interaction

Critical thinking

Agile adaptability

Tools

Email Systems

Linux

Job description

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. That’s why we’re a leader in next-generation cybersecurity.

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, however we will consider broader experience gained in a customer-facing, technical environment.

Proofpoint offers a highly competitive salary and benefits package reflecting the 1pm to 10pm shift (with a competitive shift allowance, in addition to your base salary) and including other perks like company-wide wellbeing initiatives.

Product training is provided on our market-leading cybersecurity solutions. Flexible interview appointments are available after 5pm with our interview team. We also offer a Hybrid working environment.

Your day-to-day

• Provide support to administrators & enterprise-level partners during the hours of 1pm to 10pm 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
• Manage product escalations, act as a liaison between customers, and various levels of tiered support
• Advise customers regarding the product's proper use and address specific systems issues
• Assist customers with consultative queries on product configuration and features
• Provide guidance and mentorship to Associate level team members
• Contribute to knowledgebase and support documentation

What you bring to the team

• Experience in a technical support/helpdesk environment from a previous role
• Experience in problem analysis and resolution of software problems
• Ability to quickly develop as subject matter expert in areas of Proofpoint technologies
• Ability to interact with 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 to collaborate with team members

Nice to have

• Experience with Email Systems, Networking and/or DNS
• Experience with Linux is beneficial
• Innovative thinker who is positive, proactive, and readily embraces change

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 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

Our Culture & How to Apply

Our culture is rooted in values that inspire belonging, empower purpose and drive success—every day, for everyone. If you need accommodation during the application or interview process, please reach out to [e-mail]. How to Apply: Submit your application here: https://www.proofpoint.com/us/company/careers