Remote Insider Threat Product Support Engineer

Proofpoint

Cork

On-site

EUR 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation

Health, dental, vision benefits

Flexible remote options

Wellness days

Recognition programs

Job summary

Proofpoint is seeking a Product Support Engineer to assist customers with the Insider Threat Management (ITM) Platform. This role requires handling tickets and providing remote support via phone, email, and chat, diagnosing and resolving issues across software, OS, networking, and hardware.

The position emphasizes collaboration with cross-functional teams, documenting inquiries, and developing knowledge-base content to deliver innovative solutions in a fast-paced environment.

Qualifications

3+ years in technical or product support roles.
Ability to read XML/JSON and analyze REST API traffic.
Experience troubleshooting software, OS, networking, and hardware.

Responsibilities

Respond to tickets and provide remote support (phone, email, chat).
Diagnose and resolve issues within defined guidelines and SLAs.
Manage escalations and liaise with tiered support teams.
Install and upgrade software for ITM products.
Document inquiries and create knowledge-base content.
Act as SME on relevant technologies and assist customers.

Skills

Technical support

REST API debugging

XML/JSON analysis

macOS & Windows troubleshooting

Customer communication

Education

Bachelor's degree in Computer Science or related

Tools

Salesforce

Jamf Pro

Microsoft Intune

Job description

The position emphasizes collaboration with cross-functional teams, documenting inquiries, and developing knowledge-base content to deliver innovative solutions in a fast-paced environment.

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