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Proofpoint Product Support Engineer in Draper, Utah

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.

Role Description:

An experienced professional with strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve technical issues of moderate complexity in Proofpoint’s products. You will interact directly with our partners and 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 sustaining engineering for items that require escalation, and documenting technical solutions and product information in the knowledge base and community site. This is an experienced and tenured support group, owning and resolving some moderate to complex issues from start to finish. The work frequently involves hosted mail systems and log analysis in Linux command line, so appropriate skills are required. You will work as a team with our Account Managers, Sales Engineers and Professional Services to provide a positive customer interaction with Proofpoint. Receives little instruction on day-to-day work.

What you will be doing:

  • Provide technical product support to customers, resellers, and partners of Proofpoint

  • Provide configuration help, troubleshooting and best practice advice to customers through phone, chat, ticket and Zoom interactions

  • Manage customer inquiries in our customer support system to ensure issues are assigned, tracked, escalated, and resolved

  • Provide problem diagnosis and root cause analysis for technical issues

  • Publish and audit Knowledge Base articles for internal and customer use

  • Ensuring that customer relationships are managed through proactive rapid customer communication

  • Support junior support staff or customers in a Follow-the-Sun fashion or in a rotating, after-hours period of "on-call" availability, sharing responsibilities with other team members, domestic and international

  • Assisting peers with technical issues that need further troubleshooting and analysis before escalating to Engineering

  • Training customers or partners on product best practices and features

Requirement

  • Typically requires strong and related technical experience

  • Minimum 4 years in a technology trouble-shooting, support role, including level 2/Tier 2 technical support experience

  • Positive, can-do attitude and passionate about making every interaction an excellent experience with Proofpoint Support

  • Working knowledge of O365, Azure AD, industry standard email systems, MTAs, DNS and reputation services

  • Linux support (or administration) experience, solid TCP/IP networking, expert troubleshooting and related problem-solving skills

  • Strong written and verbal communication skills plus a proven ability to communicate clearly and effectively

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

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