Product Support Engineer

About Us

We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.

How We Work

At Proofpoint, you’ll be part of a global team that breaks barriers to redefine cybersecurity, guided by our BRAVE core values:

• Bold in how we dream and innovate
• Responsive to feedback, challenges, and opportunities
• Accountable for results and best-in-class outcomes
• Visionary in future-focused problem-solving
• Exceptional in execution and impact

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. Protection Starts with People. Proofpoint.

The Role

Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex software technical issues with Proofpoint’s Archiving software. You will interact directly with our large enterprise customers to provide advanced software technical support in a professional manner. The daily work includes regular updating of technical support cases to record progress of open issues in our call tracking system, hosting online sessions with customers to diagnose reported problems, interacting with sustaining engineering and operations’ teams for items that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced technical support group; you receive tickets that have been transferred from the front-line support team due to their complexity. 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.

Individuals successful in this role may have also worked as:

• Technical Service/Support Representative
• Technical Support Engineer (Advanced)
• Systems Administrator
• Systems Analyst
• Cloud Administrator
• IT Analyst

Your Day-to-Day

• Provide enterprise level technical support to customers, resellers, and Proofpoint Partners via phone and the ticketing system (Salesforce experience preferred)
• 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 SLA guidelines
• Create and send out alerts and other customer communications as necessary
• Publish Knowledge Base articles for internal and customer use
• Review of technical documentation for training materials, manuals, troubleshooting guides, etc.
• Shift work may be required (hours may differ depending on customer demand and business need)
• Participate in on-call support 24x7 rotation as assigned

What You Bring to the Team

• Strong troubleshooting skills for software applications and distributed cloud environments (AWS)
• Experience with AWS services such as S3, EC2, IAM, CloudWatch and other related components
• Understanding of cloud security, networking and monitoring best practices
• Strong ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols
• Excel