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The Role
Proofpoint is seeking a Product Support Engineer for our Enterprise level product range. The successful candidate will possess an understanding of email administration and security, DNS, IP networking, and cloud services provision and will be highly experienced in providing excellent customer service and problem escalation/resolution. This will constitute up to 75% of your day to day activities.
Up to 25% of your responsibilities will focus on Deliverability. You will be working in a dual role to support internal teams on resolving customer deliverability issues, providing assistance and response to outside companies blacklisted by Proofpoint, and on occasion to engage with our strategic customers.
Your day-to-day
Provide support to system administrators & partners during the hours of 9am to 6pm (hours may differ depending on customer demand and business need), in an office-based role;
Provide troubleshooting and technical support of complex technical issues via phone, web-based tools and email;
Advise customers regarding the product's proper use and address specific systems issues;
Manage product escalations, act as a liaison between customers, and various levels of tiered support;
Provide support to internal teams on customer deliverability escalations;
Working with email receivers, blacklist operators and anti-spam providers to remediate issues;
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
What you bring to the team
Knowledge of Email systems and Networking experience in a technical support/help desk environment;
Strong understanding of TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, MySQL & Exchange environment, email reputation services, email authentication, etc.
Experience with Linux would be beneficial;
Strong technical and analytical skills;
Solid experience in problem analysis and resolution of software problems;
Proven ability to function in a self-directed environment;
Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success;
Innovative thinker who is positive, proactive, and readily embraces change;
Ability to handle clients professionally during all interfaces;
Strong written and verbal communication skills;
Quickly develops as subject matter expert in areas of Proofpoint technologies.
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