At a Glance
- Tasks: Support enterprise-level products and troubleshoot complex technical issues.
- Company: Join Proofpoint, a leader in human-centric cybersecurity.
- Benefits: Competitive pay, comprehensive benefits, flexible work options, and growth opportunities.
- Other info: Dynamic team culture with a focus on innovation and collaboration.
- Why this job: Engage with customers and make a real impact in cybersecurity.
- Qualifications: Experience in technical support and problem-solving skills required.
The predicted salary is between 40500 - 49500 £ per year.
About Us
We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.
How We Work
At Proofpoint, you’ll be part of a global team that breaks barriers to redefine cybersecurity, guided by our BRAVE core values: 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.
The Role
Proofpoint is seeking a Product Support Engineer for our team to help support our enterprise-level products. This position will report to the Senior Manager, Technical Support based in Belfast. This team is highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem escalations/resolutions in a fast-paced 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 as well as assist customers with consultative queries on product configuration and features.
- Provide guidance and mentorship to Associate-level team members.
- Contribute to the knowledge base and support documentation.
Qualifications:
- Experienced in a technical support/helpdesk environment from a previous role.
- Experience in problem analysis and resolution of software problems.
- Proven ability to function in a self-directed environment and to collaborate with team members.
- Additional preferred skills include experience with Email Systems, Networking and/or DNS as well as having experience with Linux is highly beneficial.
- Innovative thinker who is positive, proactive, and readily embraces change.
- Ability to quickly develop as a subject matter expert in areas of Proofpoint technologies. Be able to interact with customers professionally across all interfaces, and the ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
Why Proofpoint?
At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:
- Competitive compensation.
- Comprehensive benefits.
- Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
- Flexible work environment (Remote options, hybrid schedules, flexible hours, etc.).
- Annual wellness and community outreach days.
- Always on recognition for your contributions.
- Global collaboration and networking opportunities.
Our Culture
Our culture is rooted in values that inspire belonging, empower purpose and drive success every day, for everyone. We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to accessibility@proofpoint.com.
How to Apply
Interested? Submit your application here: https://www.proofpoint.com/us/company/careers. We can’t wait to hear from you!
Product Support Engineer (1pm - 10pm) employer: Proofpoint
Proofpoint is an excellent employer for those seeking a dynamic role in the tech industry, particularly as a Cloud SRE Associate in Belfast. With a commitment to employee growth, competitive compensation, and a flexible work environment, Proofpoint fosters a culture of innovation and collaboration, making it an ideal place for professionals eager to make a meaningful impact in the realm of security products.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Engineer (1pm - 10pm)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Proofpoint. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Proofpoint before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Support Engineer (1pm - 10pm)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Proofpoint:Your cover letter is your chance to shine! Tell us why you want to work at Proofpoint specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Proofpoint!
How to prepare for a job interview at Proofpoint
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
