Product Support Engineer - Cordoba, Argentina - Proofpoint

Proofpoint

Empresa verificada

Cordoba, Argentina

hace 2 días

Publicado por:

Sofía Rodríguez

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Descripción

It's fun to work in a company where people truly BELIEVE in what they're doing

We're committed to bringing passion and customer focus to the business._

Corporate Overview

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 datadriven 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

A seasoned professional:
you have wide-ranging experience, to resolve complex issues.

This person can identify problems, isolation, and root cause analysis skills are required to diagnose and resolve complex software technical issues with Proofpoint's products.

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 WebEx 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 will act as an SME in a broad range of topics. You receive tickets that have been transferred from the front line or Product Support Engineers due to their complexity.

You will work as a team with our account managers, SEs, customer success managers, and professional services to provide positive customer interaction with Proofpoint.

You determine method and procedures on new assignments.

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:

Strong understanding of Microsoft Exchange and SMTP messaging architecture
Handson experience troubleshooting Microsoft Windows, Active Directory, and Internet Information Server (IIS)
Typically requires strong related experience
Strong experience in administration or support of Proofpoint security software
Strong experience in Powershell and command line scripting an asset
Excellent written and verbal customerfacing communication skills

Why Proofpoint

LI-JR- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us_