Product Support Engineer

Toronto, Ontario, Canada

Apply with AI Apply

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, SoftwareIndustries

Requirements

Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex software technical issues with Proofpoint’s Archiving software. Experience with AWS services such as S3, EC2, IAM, CloudWatch and other related components is necessary. An understanding of cloud security, networking and monitoring best practices is also required, along with a strong ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols. Salesforce experience is preferred.

Responsibilities

The Product Support Engineer will interact directly with large enterprise customers to provide advanced software technical support in a professional manner. Daily work includes updating technical support cases, hosting online sessions with customers to diagnose problems, interacting with sustaining engineering and operations teams for escalations, and documenting technical solutions and product information in the knowledge base. Responsibilities also include providing enterprise-level technical support via phone and ticketing system, managing cases within SLA guidelines, creating and sending customer alerts, publishing Knowledge Base articles, and reviewing technical documentation. Participation in a 24x7 on-call rotation may be required.

Skills

Problem Determination

Root Cause Analysis

Software Technical Support

Customer Interaction

Call Tracking Systems

Proofpoint

Cybersecurity solutions for email and digital communication

About Proofpoint

Proofpoint specializes in cybersecurity, focusing on protecting organizations from advanced threats and compliance risks. The company offers a range of solutions that secure email, social media, and other digital communication channels against cyber threats like phishing, malware, and ransomware. Its products work by utilizing advanced technologies, including machine learning and artificial intelligence, to detect and respond to threats in real-time. Proofpoint differentiates itself from competitors by providing user-friendly solutions that easily integrate into existing IT systems, along with subscription-based services that allow clients to select service tiers tailored to their needs. The company's goal is to enhance the cybersecurity defenses of various organizations, from large enterprises to small businesses, ensuring their digital communications remain secure.

Sunnyvale, CaliforniaHeadquarters

2002Year Founded

$55.4MTotal Funding

IPOCompany Stage

Cybersecurity, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Health, dental, & vision

Employer-paid life, disability & employee assistance programs

Unlimited PTO

401K match

Remote work option

Risks

Integration challenges with Tessian and Illusive could disrupt operations.

Regulatory scrutiny may delay acquisition closings, affecting strategic plans.

Reliance on AI poses risks if technologies fail to adapt to new threats.

Differentiation

Proofpoint leverages AI and machine learning for real-time threat detection.

The company offers a comprehensive suite of cybersecurity solutions for digital communication.

Proofpoint's subscription-based model ensures recurring revenue and flexible service tiers.

Upsides

Acquisitions of Tessian and Illusive enhance AI-driven threat protection capabilities.

Growing demand for ITDR solutions boosts Proofpoint's market position.

Increased focus on AI-driven email security solutions aligns with industry trends.

Land your dream remote job 3x faster with AI

Try Jobo Free