Product Support Engineer

Proofpoint Argentina SRL (Córdoba, Argentina) Publicado hace 22 horas

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.


About the Team


This is an advanced support group, owning and resolving moderate to complex issues from start to finish.  You will work as a team with our RnD team around the world Account Managers, SEs, Customer Success Managers, and Professional Services to provide a positive customer interaction with Proofpoint. 


The Role – Product Support Engineer


As an experienced professional and a strong problem solver; isolation and root cause analysis skills are vital to diagnose and resolve technical issues of varying complexity in Proofpoint’s products especially in ObserveIT ITM. You will interact directly with our enterprise customers to deliver impeccable 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, maintaining regular communications with customers to ensure transparency and proper expectations, and documenting technical solutions and product information in the knowledge base. 


The work is frequently performed on Windows based OS  when working on our premium solution which is based on IIS and SQL.  In addition we have our SaaS solution which based on  AWS, both solutions have  the ability to deploy Agents On the following OS’s :
Windows / Mac / Unix / Linux / VDI / publish Apps / TS.


Responsibilities Include



  • Provide technical product support to customers, resellers, 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 SLO targets

  • Author and review Knowledge Base articles for internal and customer use

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


Requirements



  • Excellent written and verbal customer-facing communication skills.

  • Strong knowledge on Windows OS: Troubleshooting on application installation (OIT\ ITM agents), Communication, Performance,
    SSL certificates, AD integration, IIS, FW, Storage and Disk performance, LB, Virtualization,

  • Basic understanding and experience as administrative DBA with the ability to run and write SQL queries. 

  • Basic working in Linux command line environments

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

  • Experience with reading FW logs and configuration and other network security products , Switches , Routers  is a plus

  • Able to work independently with the ability to debug broad system environments of varying complexity involving multiple configurations and protocols


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

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