Product Support Engineer

1 week ago

Singapore Proofpoint Full time

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._
- The Role and the Team

A seasoned professional: you have wide-ranging experience, to resolve complex issues. Also, strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex software technical issues with Proofpoint’s products.

You will interact directly with our large enterprise customers to provide advanced software technical support in a professional manner. The daily work includes regular updating of technical support cases to record the progress of open issues in our call tracking system, hosting WebEx sessions with customers to diagnose reported problems, interacting with sustaining engineering and operations teams for items that require escalation, and documenting technical solutions and product information in the knowledge base.

This is an advanced technical support group, you will act as an SME on a broad range of topics. You receive tickets that have been transferred from the front line or Product Support Engineers due to their complexity. 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. You determine methods and procedures for new assignments.

As part of the role, you will contribute to build the product effectively, helps shape the product through active contribution in product conversations, and provides a strong technical voice in the product development process to achieve sound product/technical tradeoffs.
- You should thrive in a collaborative product development team where engineers, data scientists, PMs, and designers have seats at the table when defining and shaping the product, bringing their functional expertise but able to fluently converse about each other's domain.

Responsibilities IncludeProvide advanced software technical support to customers, resellers, and partners of Proofpoint via phone and the ticketing system-
Manage cases in the ticketing system to ensure your cases are handled within SLO guidelines-
Create and send out alerts and other customer communications as necessary-
Publish Knowledge Base articles for internal and customer use-
Seen as the SME to review technical documentation for training materials, manuals, troubleshooting guides, etc.-
Act as an SME for select technical skills, making yourself available to provide guidance and mentoring to lower-level Product Support Engineers in a positive and effective way-
Act as an intermediary between customers & internal teams to resolve escalated & technical issues-
- Provide feedback to influence the product roadmap, providing requirements and technical details-
Work closely with engineering to develop and maintain a service roadmap-
Lead by example technically, professionally, and in dedication**Requirements**:
Hands-on experience trouble-shooting Microsoft Windows, Active Directory, good knowledge of Linux Operating System knowledge, Azure/AWS console administration, docker engine commands-
Strong knowledge in powershell and command line scripting
Typically requires strong related experience-
Strong experience in administration or support of Proofpoint security software-
Strong experience in Powershell and command line scripting an asset-
Excellent written and verbal customer-facing communication skills- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us_

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