Associate- Proof Point

Proofpoint Associate PSE

The Role

Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues in Protection Server products. You will interact directly with our enterprise customers to deliver “white glove service” on each 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.

Location: Remote New York

Your day-to-day

• Provide technical product support to customers, resellers, and partners

• 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

Requirements:

• Typically requires proven knowledge of Windows or Linux Server management experience

• Knowledge of Email systems and Networking experience in a technical support/help desk environment

• Proven understanding of email, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL & Exchange

• Ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols

• Solid experience in problem analysis and resolution of software problems

• Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success

• Ability to handle clients professionally during all interfaces

• Proven experience hosting WebEx or other remote hosting tools for customer troubleshooting sessions

• Strong written and verbal communication skills

• Candidates should be flexible working evening and weekend shifts