Product Support Engineer

Proofpoint - Toronto, ON (30+ days ago)

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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 Overview
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 cyber security—and why more than half of the Fortune 100 trust us as a security partner.
The Role
Proofpoint is seeking a Product Support Engineer for our Enterprise Email Archiving Software. The successful candidate will possess an understanding of email administration and security, Active Directory (AD), IP networking, cloud services and will be highly experienced in providing excellent customer service and problem escalation/resolution.

Individuals successful in this role also worked as:
Technical Service/Support Representative
Technical Support Engineer
Help Desk Agent
Systems Administrator
Network Administrator
NOC Agent
Systems Analyst
Network Analyst
IT Analyst
Your day-to-day
Provide enterprise level technical support to customers, re-sellers, and Proofpoint Partners via phone and the ticketing system (Salesforce experience preferred)
Manage cases in the ticketing system to ensure your cases are handled within SLA guidelines
Advise customers regarding the product's proper use and address specific systems/configuration issues
Manage product escalations, act as a liaison between customers, and various levels of tiered support
Shift work may be required (hours may differ depending on customer demand and business need)
Occasional weekend and holiday support may be required.
What you bring to the team
Strong ability to independently trouble-shoot software applications, complex distributed system environments involving multiple configurations and protocols
2 or more years of Windows Server management experience
Experience with problem analysis and resolution of software problems
Understanding of Microsoft Exchange and SMTP messaging architecture
Hands-on experience trouble-shooting Microsoft Windows, Active Directory, and Internet Information Server (IIS)
Excellent written and verbal customer-facing communication skills
Experience hosting WebEx or other remote hosting tools for customer troubleshooting sessions
Nice to have: MCP, MCSA, MCSE, CCNA, CCNP, experience with Power shell and scripting
Passion for customer service, customer experience and customer support
Great attitude towards work and learning more everyday.
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 Proofpoint’s amazing culture!
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!