Product Support Engineer (1pm - 10pm)

Company Overview At Proofpoint, we have a passion for protecting people, data, and brands from todays 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. Thats why were a leader in next-generation cybersecurityand why more than half of the Fortune 100 trust us as a security partner. The Role Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues in Proofpoints 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-day Provide technical product support to customers, resellers, and partners of Proofpoint Provide configuration help, troubleshooting and best practice advice to customers Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targets Provide problem diagnosis and root cause analysis for technical issues Publish Knowledge Base articles for internal and customer audiences Work towards the teams successwe win together What you bring to the team Excellent written and verbal customer-facing communication skills Excellent multi-tasking and time-management skills in a fast-paced environment Strong ability to independently debug broad, complex system environments involving multiple configurations and protocols Strong understanding of social networks administration and business usage LinkedIn, Twitter, Facebook, Instagram Understanding of API calls and functionality Experience using remote hosting tools for customer troubleshooting sessions Zoom, TEAMs, Webex Experience using ticket management software - Zendesk, Salesforce, JIRA Why Proofpoint 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 Proofpoints amazing culture! #LI-AB1 Skills: Technical Support Customer Support Microsoft Exchange O365 Benefits: bonus pension hybrid working shares