- Provide Tier 1 support to administrators & enterprise-level partners via phone, web-based tools, and email across EMEA.
- Conduct thorough analysis of customer environments to identify root causes of issues and provide effective solutions, escalating complex cases to senior engineers when necessary.
- You will take charge of the proactive investigation and steps to avoid issues before they emerge.
- Document and track customer interactions, issues, and resolutions in the support ticketing system.
- Manage product escalations, act as a liaison between customers, and collaborate with cross-functional teams, including Engineering and Product Management, to address customer concerns and provide feedback for product improvement.
- Assist in the creation and maintenance of knowledge base articles and support documentation.
- Stay updated with product enhancements, new features, and industry trends to effectively support customers.
- If needed, work as part of our wider team assisting customers during installations and configuration.
- Excellent communication and interpersonal skills to effectively interact with customers and internal teams.
- Experience in a technical support role, ideally supporting in a B2B SaaS technology company.
- Ability to handle customers professionally across all interfaces verbal and written.
- Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
- Proven ability to function in a self-directed environment and to cooperate with team members.
- Innovative thinker who is positive, proactive, and readily embraces new challenges.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Ability to quickly develop as subject matter expert in areas of Proofpoint technologies.
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Product Support Engineer - Cork, Ireland - Proofpoint
Description
It's fun to work in a company where people truly BELIEVE in what they're doing
We're committed to bringing passion and customer focus to the business.
Corporate Overview
Proofpoint is a leading cybersecurity company protecting organizations' greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.
We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That's why we're a leader in next-generation cybersecurity.
The Role
Proofpoint is seeking a Product Support Engineer for our Tessian Products. Proofpoint has recently acquired Tessian an AI-based Cloud Email Security Company and they are looking to grow their team in EMEA.
This acquisition is very exciting for both Proofpoint and Tessian, as combining Proofpoint's industry-leading threat and data loss protection technology and intelligence with Tessan's AI-powered behavioral and dynamic detection will give organizations the most comprehensive defense available
Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem resolutions in a fast-paced environment.
In a truly cross-functional role, you'll work very closely with the Product, Engineering and Commercial teams across the globe to develop, create and deliver best-in-class customer experiences at all stages of the customer journey.
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.
Your day-to-day
What you bring to the team
Nice to have:
Why Proofpoint
Protecting people is at the heart of our award-winning cybersecurity solutions, and the people who work here are the key to our success. We're a customer-focused and a driven-to-win organization with leading-edge products.
We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly 'culture-add', and we strongly encourage people from all walks of life to apply.
We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint #LifeAtProofpoint
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us
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