Proofpoint Senior Product Support Engineer in Draper, Utah
Senior Product Support Engineer
At 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 platform
Blend innovation and speed in a constantly evolving cloud architecture
Analyze new threats and offer deep insight through data-driven intel
Collaborate with customers to help solve their toughest security challenges
We 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.
We are seeking an experienced, self-motivated, flexible, team-oriented Senior Product Support Engineer to play a significant role in the refinement of our support strategy and maintenance of a high level of customer satisfaction for our existing customers.
You will be a part of a growing and dedicated support team and will participate in all phases of the product lifecycle. The primary function of the Senior Product Support Engineer is to assist our pre-and post-sale customers with technical issues and help others on the team with escalation and deeper technical questions.
Identifying system and customer problems, troubleshooting and providing solutions and then documenting those solutions.
Responding to situations where first-line product support has failed to isolate or fix problems in platform services or software
Assisting other members of the team with technical issues that need further troubleshooting before escalating to Engineering
Ensuring that customer relationships are managed through proactive rapid customer communication
Training customers or partners on product best practices and features
Escalating product defects and issues, driving them towards resolution while managing the customer expectations and communications
Support junior support staff or customers as needed during business hours or in a rotating, after-hours period of "on-call" availability, sharing responsibilities with other team members
What you bring to the team
Bachelor’s Degree or equivalent 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 MS Active Directory, industry standard email systems, MTAs, DNS and reputation services
UNIX/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
Strong messaging infrastructure experience
Successful track record in negotiation and conflict management/resolution
As 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!
Proofpoint is an equal opportunity employer and welcomes applications from all qualified individuals regardless of race, sex, disability, religion/belief, sexual orientation or age.
Proofpoint does not accept unsolicited resumes from external recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, Proofpoint will not consider or agree to payment of any recruiter or agency fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Proofpoint explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.