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Product Support Engineer (1pm - 10pm)

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Proofpoint

1mo ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Cork
  • Quick Apply

AI generated summary

  • You need strong communication skills, tech support experience, familiarity with email systems and networking, and a Bachelor's in IT or related field. Linux/Unix knowledge is a plus.
  • You will provide Tier 1 support to clients, analyze issues, document interactions, manage escalations, create knowledge articles, and assist with installations during set hours.

Requirements

  • Excellent communication and interpersonal skills to effectively interact with customers and internal teams.
  • Experience in a technical support or problem analysis and resolution of software problems environment from industrial placement year or since graduating (experience AND/OR knowledge with email systems and networking).
  • 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.
  • Experience with Linux/Unix operating systems and command-line tools is beneficial.
  • 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.

Responsibilities

  • Provide Tier 1 support to administrators & enterprise-level partners via phone, web-based tools, and email, during the hours of 1pm to 10pm from Monday to Friday (hours may differ depending on customer demand and business need).
  • Conduct thorough analysis of customer environments to identify root causes of issues and provide effective solutions, escalating complex cases to senior engineers when necessary.
  • 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.

FAQs

What are the working hours for the Product Support Engineer position?

The working hours for the Product Support Engineer position are from 1pm to 10pm, Monday to Friday.

Is there a shift allowance included in the compensation package?

Yes, the compensation package includes a competitive shift allowance in addition to the base salary.

What kind of support will I be providing in this role?

You will be providing Tier 1 support to administrators and enterprise-level partners via phone, web-based tools, and email.

What qualifications do I need to apply for this role?

Candidates should have experience in technical support or problem analysis and resolution of software problems. A Bachelor's degree in Computer Science, Information Technology, or a related field is also beneficial.

Are there opportunities for professional development?

Yes, Proofpoint provides product training on their market-leading cybersecurity solutions.

Will I need to work collaboratively with other teams?

Yes, you will 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.

What skills are emphasized for this position?

Excellent communication, interpersonal skills, critical thinking, and strong problem-solving skills are emphasized for this position.

Is knowledge of Linux/Unix systems beneficial for this role?

Yes, experience with Linux/Unix operating systems and command-line tools is considered beneficial.

Is Proofpoint an inclusive company?

Yes, Proofpoint believes in inclusivity, diversity, and ‘culture-add,’ and encourages people from all walks of life to apply.

How does Proofpoint foster a positive work culture?

Proofpoint cultivates a culture of collaboration and appreciation, hiring the best and brightest to support their customer-focused and driven-to-win organization.

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Proofpoint

Welcome to the new threat landscape — Proofpoint gives you protection & visibility for your greatest cybersecurity risk.

Technology
Industry
1001-5000
Employees
2002
Founded Year

Mission & Purpose

Proofpoint is a cybersecurity company specialising in protecting organisations from advanced threats and attacks through their comprehensive suite of email security, data loss prevention, and compliance solutions. Their ultimate mission is to safeguard businesses' critical information and digital assets, ensuring the confidentiality, integrity, and availability of data. With a focus on preventing cyber risks and enhancing email and data security, Proofpoint's purpose is to empower businesses to communicate and collaborate securely while mitigating the risks associated with modern digital communication and information sharing.