Product Support Engineer
Core
Provide enterprise-level technical support for Proofpoint's Enterprise Email Archiving Software, diagnosing complex issues and assisting customers via phone and ticketing systems.
Role type
Senior Product Support Engineer (Enterprise Email Archiving)
Builds
Email archiving solutions for large enterprises
Domain
Cybersecurity / Email Security / Enterprise Software
Deliverable
client delivery
Required skills
problem determination, root cause analysis, troubleshooting distributed systems, Microsoft Windows Server, Active Directory, IIS, Microsoft Exchange, SMTP messaging architecture, remote collaboration tools (Zoom/Teams/WebEx), Salesforce ticketing management
Preferred skills
AWS services (S3, EC2, IAM, CloudWatch), Grafana, PowerShell scripting, industry certifications (AWS, MCP, MCSA, MCSE, CCNA, CCNP)
Technologies
Salesforce, Zoom, WebEx, Microsoft Teams, AWS, Grafana, PowerShell, Windows Server, Active Directory, IIS, Exchange, SMTP
Responsibilities
Diagnose and resolve complex software technical issues for enterprise customers, manage support cases within SLA guidelines, advise customers on product usage and configuration, act as liaison between customers and engineering teams, re-create issues in test environments, perform shift work including weekends/holidays when needed
Seniority
Mid-Senior, hands-on IC