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Associate Product Support Engineer (1pm - 10pm)
Proofpoint · Belfast, Northern Ireland · Posted 9 days ago
Own complex, system-level customer escalations on Proofpoint's enterprise cybersecurity products, with product training provided and a shift allowance on top of base pay.
Bold in how we dream and innovate Responsive to feedback, challenges and opportunities Accountable for results and best in class outcomes Visionary in future focused problem-solving Exceptional in execution and impact
Proofpoint is seeking a Product Support Engineer for our Enterprise level products. Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem escalations/resolutions in a fast-paced environment.
The role is ideal for those who are passionate about engaging with customers and possess an understanding of email administration and security, however we will consider broader experience gained in a customer-facing, technical environment.
Proofpoint offers a highly competitive salary and benefits package reflecting the 1pm to 10pm shift (with a competitive shift allowance, in addition to your base salary) and including other perks like company-wide wellbeing initiatives. Product training is provided on our market-leading cybersecurity solutions. Flexible interview appointments are available after 5pm with our interview team. We also offer a Hybrid working environment.
Your day-to-day
- Provide support to administrators & enterprise-level partners during the hours of 1pm to 10pm from Monday to Friday (hours may differ depending on customer demand and business need)
- Provide troubleshooting and technical support of complex technical issues constantly communicating with customers via phone, web-based tools and email
- Manage product escalations, act as a liaison between customers, and various levels of tiered support
- Advise customers regarding the product's proper use and address specific systems issues
- Assist customers with consultative queries on product configuration and features
- Provide guidance and mentorship to Associate level team members
- Contribute to knowledgebase and support documentation
Qualifications
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This posting is sourced from Proofpoint's own career site — applying takes you there directly.
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There are 130 open roles at Proofpoint right now. This role is one of 829 Support Engineer openings and centers on Technical Support, Problem Analysis, Customer Support, and Troubleshooting.
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