Product Support Engineer

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we’re just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you’re helping to:

• Build and enhance our proven security platform

• Blend innovation and speed in a constantly evolving cloud environment

• Analyze new threats and offer deep insight through data-driven intel

• Collaborate with customers to help solve their toughest security challenges

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—and why more than half of the Fortune 100 trust us as a security partner.

About the Product Support Team

At Proofpoint, a product support engineer is responsible for providing technical support to customers who use Proofpoint's products and services. This may include troubleshooting issues, identifying, and resolving technical problems and working with other members of the engineering team to improve the overall quality of the product. They may also be responsible for conducting product training sessions for customers and other team members, and for providing feedback to the product development team based on customer needs and feedback. Ultimately, a product support engineer at Proofpoint plays a critical role in ensuring that customers can use Proofpoint's products and services effectively and efficiently.

#LifeAtProofpoint as a Product Support Engineer

An experienced professional with strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve technical issues of moderate complexity in Proofpoint’s products. You will interact directly with our enterprise customers to deliver “white glove service” on each and every interaction.  The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems and documenting technical solutions and product information in the knowledge base.  This is an advanced support group, owning and resolving some moderate to complex issues from start to finish.  The work is frequently performed in Linux command line environments so appropriate skills are required.  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. Receives little instruction on day to day work.

Responsibilities Include

• 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 SLO guidelines

• Create and send out alerts and other customer communications as necessary

• Publish Knowledge Base articles for internal and customer use

• Seen as the SME to review technical documentation for training materials, manuals, troubleshooting guides, etc.

• Act as an SME for select technical skills, making yourself available to provide guidance and mentoring to lower-level Product Support Engineers in a positive and effective way

• Lead by example technically, professionally, and in dedication

Requirements

• 4+ years experience in a Technical Support role

• Excellent written and verbal customer-facing communication skills.

• Complete competence working in Linux command line environments

• Advanced use of grep, regex, log scraping in command line, etc

• Fully experienced with email system debugging

• Fully experienced using remote hosting tools for customer troubleshooting sessions

• Experience with Palo Alto Networks, Cisco, Symantec, McAfee, Fortinet, or other email/network security products a plus

• With little supervision, the ability to debug broad, system environments of moderate complexity involving multiple configurations and protocols

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. We’re a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.