Product Support Engineer (1pm - 10pm)

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.

The Role

Proofpoint is seeking a Product Support Engineer for our Enterprise level products. Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem escalations/resolutions in a fast-paced environment. The role is ideal for those who are passionate about engaging with customers and possess an understanding of email administration and security, however we will consider broader experience gained in a customer-facing, technical environment.

Proofpoint offers a highly competitive salary and benefits package reflecting the 1pm to 10pm shift (with a competitive shift allowance, in addition to your base salary) and including other perks like company-wide wellbeing initiatives.

Product training is provided on our market-leading cybersecurity solutions. Flexible interview appointments are available after 5pm with our interview team. We also offer a Hybrid working environment.

Your day-to-day

• Provide support to administrators & enterprise-level partners during the hours of 1pm to 10pm from Monday to Friday (hours may differ depending on customer demand and business need)
• Provide troubleshooting and technical support of complex technical issues constantly communicating with customers via phone, web-based tools and email
• Manage product escalations, act as a liaison between customers, and various levels of tiered support
• Advise customers regarding the product's proper use and address specific systems issues
• Assist customers with consultative queries on product configuration and features
• Provide guidance and mentorship to Associate level team members
• Contribute to knowledgebase and support documentation

What you bring to the team

• Experience in a technical support/helpdesk environment from a previous role
• Experience in problem analysis and resolution of software problems
• Ability to quickly develop as subject matter expert in areas of Proofpoint technologies
• Ability to interact with customers professionally across all interfaces
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Proven ability to function in a self-directed environment and to collaborate with team members

Nice to have

• Experience with Email Systems, Networking and/or DNS
• Experience with Linux is beneficial
• Innovative thinker who is positive, proactive, and readily embraces change

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!