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. Protection Starts with People. **The Role and the Team** A seasoned professional: you have wide-ranging experience, to resolve complex issues. Also strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex software technical issues with Proofpoint’s products. You will interact directly with our large enterprise customers to provide advanced software technical support in a professional manner. The daily work includes regular updating of technical support cases to record progress of open issues in our call tracking system, hosting WebEx sessions with customers to diagnose reported problems, interacting with sustaining engineering and operations’ teams for items that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced technical support group, you will act as an SME in a broad range of topics. You receive tickets that have been transferred from the front line or Product Support Engineers due to their complexity. You will work as a team with our account managers, SEs, customer success managers, and professional services to provide a positive customer interaction with Proofpoint. You determine method and procedures on new assignments. **Responsibilities Include** + Provide advanced software technical support to customers, resellers, and partners of Proofpoint via phone and the ticketing system + Manage cases in the ticketing system to ensure your cases are handled within SLO guidelines + Create and send out alerts and other customer communications as necessary + Publish Knowledge Base articles for internal and customer use + Seen as the SME to review technical documentation for training materials, manuals, troubleshooting guides, etc. + Act as an SME for select technical skills, making yourself available to provide guidance and mentoring to lower-level Product Support Engineers in a positive and effective way + Lead by example technically, professionally, and in dedication **Requirements** + Strong understanding of Microsoft Exchange and SMTP messaging architecture + Hands-on experience trouble-shooting Microsoft Windows, Active Directory, and Internet Information Server (IIS) + Strong ability to independently trouble-shoot software applications, complex distributed system environments involving multiple configurations and protocols + Typically requires strong related experience + Strong experience in administration or support of Proofpoint security software + Strong experience in Powershell and command line scripting an asset + Excellent written and verbal customer-facing communication skills **Why Proofpoint** Protecting people is at the heart of our award-winning lineup of 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! #LifeAtPFPT \#LI-JR1 _If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!_ Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams. To view additional awards, please visit www.proofpoint.com/us/news#awards Proofpoint thrives on the invaluable contributions of our diverse workforce, which encompasses a kaleidoscope of lived experiences, thoughts, perspectives, and professional expertise. We attribute much of our success to our people, who are at the core of our organization and embody our people-centric ethos. We hire the most innovative minds globally to safeguard our customers’ sensitive data and intellectual property. Our talented workforce develops and leverages our advanced technology, combining their expertise to provide comprehensive protection against threat actors and mitigate the risks posed by both malicious and negligent employees. Cyberattacks have the potential to disrupt access to vital resources such as energy, water, transportation, healthcare, and financial services. At Proofpoint, our dedicated team works tirelessly to ensure world-class cyber resilience, protecting approximately 8,000 enterprise customers worldwide. We are committed to creating a diverse, equitable, and inclusive environment. We work every day to ensure that our employees feel that they are in a community that celebrates their unique identity, cultivates their sense of belonging, and invests in their professional growth. We have 9 employee-led employee inclusion groups which help support both employees and our organization by providing opportunities to network, discuss career and cultural development and uplift the corporate culture to create a more inclusive workplace. 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. Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.