Product Support Engineer (1pm to 10pm)

Location UK / Belfast

Job Type Permanent full-time, TemporaryContract

Salary Not disclosed

Updated 3 days ago

Reference 1369215

 Job Description

Proofpoint are seeking an Associate Product Support Engineer based in our Belfast office to support our Enterprise level product range.

Company Overview

At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:

  • Build and enhance our proven security platform
  • Blend innovation and speed in a constantly evolving cloud architecture
  • Analyze new threats and offer deep insight through data-driven intel
  • Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

Proofpoint is seeking a Product Support Engineer for our Enterprise level products. The successful candidate will possess an understanding of email administration and security, DNS, IP networking, and cloud services provision and will be highly experienced in providing excellent customer service and problem escalation/resolution.

Your day-to-day

  • Provide Tier 1 support to administrators & partners during the hours of 1pm to 10pm (hours may differ depending on customer demand and business need)
  • Provide troubleshooting and technical support of complex technical issues via phone, web based tools and email
  • Advise customers regarding the product’s proper use and address specific systems issues
  • Manage product escalations, act as a liaison between customers, and various levels of tiered support  
  • If needed, candidate will assist customers during installations and configuration

What you bring to the team

  • Knowledge of Email systems and Networking experience in a technical support/help desk environment
  • Strong understanding of TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, MySQL & Exchange environment
  • Experience with Linux would be beneficial
  • Strong technical and analytical skills
  • Solid experience in problem analysis and resolution of software problems
  • Proven ability to function in a self-directed environment
  • Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
  • Innovative thinker who is positive, proactive, and readily embraces change
  • Ability to handle clients professionally during all interfaces
  • Strong written and verbal communication skills
  • Quickly develops as subject matter expert in areas of Proofpoint technologies

Why Proofpoint

As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!