Product Support Engineer

Product Support Engineer

Proofpoint is a leading cybersecurity company protecting organizations' greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks. Leading organizations of all sizes rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.

We are looking for an experienced Product Support Engineer with advanced troubleshooting and problem-solving skills to join our team. You will be working with a variety of customers and will play a critical role in the day-to-day support of these customers. The Support Engineer is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with the Pre/Post Sales and R&D departments. The Support Engineer is required to provide clear and concise communication with all forms of clients and internal peers.

Your day-to-day will include:

• Close interaction with Product, Engineering, Professional Services, TAM and CSM teams
• Responsible for advanced troubleshooting of Proofpoint Illusive Identity Threat Detection products and services
• Work with the customer to troubleshoot and resolve complex issues, replicate customer environments and product problems as needed. Document issues and collaborate with R&D when needed to provide solutions.
• Document technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.
• Ability to think "out-of-the-box" and develop creative solutions to address clients' requirements

What you bring to the team:

• Proven experience providing product support to external enterprise grade customers
• Extensive experience with Windows environments: Windows Servers, Event logs, GPO
• Knowledge of Relational & non-relational databases and SQL
• Analytical abilities to quickly resolve process/technical problems, evaluate alternative approaches and recommend the most efficient and effective solutions
• Excellent collaboration and communication skills
• People person and team player
• Self-learner and independent executor
• Language fluency in English

Desirable:

• Knowledge of Linux: system and network configuration, software installation, troubleshooting, bash scripting, etc.
• Familiarity with - Active directory, DNS, Kerberos, NTLM, Azure active directory, MDE
• Knowledge in cyber - lateral movement, cyber-attacks
• Familiarity with deployment tools - SCCM, Intune, Tanium
• Familiarity with PAM solutions (e.g., CyberArk)
• Familiarity with Java, Python, C++
• BSc in Computer Science, Computer Engineering, or equivalent practical experience

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 and driven-to-win organisation with leading-edge products. We are an inclusive, diverse, 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 believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. We offer a comprehensive compensation and benefits package including competitive compensation, comprehensive benefits, and flexible work environment. Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.