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.Company OverviewAt Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:Build and enhance our proven security platformBlend innovation and speed in a constantly evolving cloud architectureAnalyze new threats and offer deep insight through data-driven intelCollaborate with customers to help solve their toughest security challengesWe are singularly devoted to helping our customers protect what matters most. 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.The RoleStrong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues 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, interacting with Product and Engineering teams for cases that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced support group, you will act as an SME in a broad range of topics, owning and resolving all but the most complex of issues from start to finish. You will work as a team with our Account Managers, SEs, Customer Success Managers, Engineering Team, and Professional Services to provide a superior customer experience with Proofpoint.The working hours are 1pm to 10pm from Monday to Friday (hours may differ depending on customer demand and business need)Your day-to-dayProvide technical product support to customers, resellers, and partners of ProofpointProvide configuration help, troubleshooting and best practice advice to customersManage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targetsProvide problem diagnosis and root cause analysis for technical issuesPublish Knowledge Base articles for internal and customer audiencesWork towards the team’s success—we win togetherWhat you bring to the teamExcellent written and verbal customer-facing communication skillsExcellent multi-tasking and time-management skills in a fast-paced environmentStrong ability to independently debug broad, complex system environments involving multiple configurations and protocolsStrong understanding of social networks administration and business usage – LinkedIn, Twitter, Facebook, InstagramUnderstanding of API calls and functionalityExperience using remote hosting tools for customer troubleshooting sessions – Zoom, TEAMs, WebexExperience using ticket management software - Zendesk, Salesforce, JIRAWhy ProofpointAs a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!#LI-AB1If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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