Product Support Specialist
3 weeks ago
At Proofpoint, we're committed to protecting people and organizations from cyber threats. As an Associate Product Support Engineer, you'll play a critical role in providing top-notch technical support to our customers, ensuring they get the most out of our enterprise email archiving software.
Your Key Responsibilities
- Provide expert technical support to customers via phone and our ticketing system, ensuring timely resolution of issues.
- Manage cases in the ticketing system, ensuring all SLA guidelines are met.
- Advise customers on the proper use of our product and address specific system configuration issues.
- Manage product escalations, acting as a liaison between customers and various levels of tiered support.
- Collaborate with infrastructure, operations, and engineering teams to recreate issues in the test environment.
What We're Looking For
- Strong ability to independently troubleshoot software applications and complex distributed system environments.
- Excellent communication skills, with the ability to effectively communicate with customers, coworkers, management, and executives.
- Product support or technical support experience, with a focus on email administration and security.
- Hands-on experience troubleshooting Microsoft Exchange, Active Directory, and Internet Information Server (IIS).
- Experience hosting remote sessions using tools like Zoom or WebEx.
Why Proofpoint?
We're a customer-focused organization with leading-edge products, and we're committed to creating a culture of collaboration and appreciation. If you're passionate about customer service and cybersecurity, we'd love to hear from you.
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