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Proofpoint Associate Product Support Engineer in Draper, Utah

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 cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues in Proofpoint’s products. You will interact directly with our enterprise customers to deliver “white glove service” on each and every interaction. The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems, interacting with Sustaining Engineering for items that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced support group, you will act as an SME in a broad range of topics, owning and resolving all but the most complex of issues from start to finish. The work is frequently performed in Linux command line environments so appropriate skills are required. You will work as a team with our Account Managers, SEs, Customer Success Managers, and Professional Services to provide a positive customer interaction with Proofpoint.

Your day-to-day

  • Provide technical product support to customers, re sellers, and partners of Proofpoint

  • Provide configuration help, troubleshooting and best practice advice to customers

  • Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targets

  • Provide problem diagnosis and root cause analysis for technical issues

  • Publish Knowledge Base articles for internal and customer audiences

  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

  • Participate in on-call support 24x7 rotation as assigned.

  • Work towards the team’s success—we win together

What you bring to the team

  • 5 plus years of related experience

  • Excellent written and verbal customer-facing communication skills.

  • Complete competence working in Linux command line environments

  • Advanced use of grep, regex, log scraping in command line, etc

  • Strong experience with email system debugging

  • Experience using remote hosting tools for customer troubleshooting sessions

  • Experience with Palo Alto Networks, Cisco, Symantec, McAfee, Fortinet, or other email/network security products a plus

  • Strong ability to independently debug broad, complex system environments involving multiple configurations and protocols

  • Good understanding and experience in troubleshooting networking technologies and solutions

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!

#LI-SV1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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 cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

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