Sr. Product Support Engineer (1pm - 10pm)
Core
Provide enterprise-level technical support and troubleshooting for cybersecurity email and collaboration products, acting as a liaison between customers and engineering teams.
Role type
Senior Product Support Engineer (Enterprise)
Builds
Customer trust and product adoption for enterprise cybersecurity solutions
Domain
Cybersecurity, Email Security, Cloud Collaboration
Deliverable
client delivery
Required skills
complex technical troubleshooting, problem analysis and resolution, customer communication, product configuration guidance, knowledgebase documentation, team mentorship
Preferred skills
Email Systems administration, Networking, DNS, Linux
Technologies
Proofpoint cybersecurity solutions, email administration tools, web-based support tools
Responsibilities
Provide troubleshooting and technical support for complex system-level issues via phone, web, and email; Manage product escalations and act as a liaison between customers and support tiers; Advise customers on product usage and address specific system issues; Assist with consultative queries on product configuration and features; Provide guidance and mentorship to Associate level team members; Contribute to knowledgebase and support documentation