Product Support Engineer

3 weeks ago

Cork, Cork, Ireland Proofpoint Full time
Overview

Product Support Engineer (1pm - 10pm) at Proofpoint. We are seeking a Product Support Engineer for our Enterprise level products. Our team provides excellent customer support, engaging with customers through complex, system-level problem escalations and resolutions in a fast-paced environment. The role is ideal for those who are passionate about engaging with customers and have an understanding of email administration and security; broader experience in a customer-facing, technical environment will be considered.

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, consistently 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 system 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
Why Proofpoint

Protecting people is at the heart of our award-winning cybersecurity solutions, and the people who work here are the key to our success. We're a customer-focused, inclusive, and multinational company that believes in culture fit, but more importantly 'culture-add', and we strongly encourage people from all walks of life to apply. We're committed to hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint

Benefits and application

Why Proofpoint? At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are a few reasons you'll love working with us:

  • Competitive compensation
  • Comprehensive benefits
  • Learning & Development: We offer leadership and professional development workshops, stretch project assignments, and mentoring opportunities
  • Flexible work environment (remote options, hybrid schedules, flexible hours, etc.)
  • Annual wellness and community outreach days
  • Recognition for contributions
  • Global collaboration and networking opportunities
How to Apply

Interested? Submit your application here. If you need accommodation during the application or interview process, please reach out to

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