Associate Product Support Engineer

Confidential Company  •  Toronto, ON

Less than 5 years experience  •  Software

Salary depends on experience
Posted on 12/15/17
Toronto, ON
Less than 5 years experience
Salary depends on experience
Posted on 12/15/17

Associate Product Support Engineer

The Role

Proofpoint is seeking a Product Support Engineer for our Enterprise Email Archiving Software. The successful candidate will possess an understanding of email administration and security, Active Directory (AD), IP networking, cloud services and will be highly experienced in providing excellent customer service and problem escalation/resolution.

Your day-to-day

  • Provide Tier 1 support to customers, resellers, and Proofpoint Partners via phone and the ticketing system
  • Manage cases in the ticketing system to ensure your cases are handled within SLA guidelines
  • Advise customers regarding the product's proper use and address specific systems issues
  • Manage product escalations, act as a liaison between customers, and various levels of tiered support
  • May be required to work non-standard shift (hours may differ depending on customer demand and business need

What you bring to the team

  • Strong ability to independently trouble-shoot software applications, complex distributed system environments involving multiple configurations and protocols
  • 3 or more years of Windows Server management experience
  • Experience with problem analysis and resolution of software problems
  • Understanding of Microsoft Exchange and SMTP messaging architecture
  • Hands-on experience trouble-shooting Microsoft Windows, Active Directory, and Internet Information Server (IIS)
  • Excellent written and verbal customer-facing communication skills
  • Experience hosting WebEx or other remote hosting tools for customer troubleshooting sessions
  • Nice to have: MCP, MCSA, MCSE, CCNA, CCNP

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