The Role
This is a technical role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff within the traditional IT and Security organization. Successful candidates will have an excellent technical and security software foundation, especially related to Linux, messaging, and cloud services, a proven track record of successfully interfacing with customers on both technical and non-technical levels, substantial experience driving concurrent projects and issues to completion with little direction, and above all, a passion for ensuring a top-quality
customer experience.
Your day-to-day
- Independently provide ongoing and proactive technical leadership and support to Proofpoints strategic customers with little direction.
- Manage and monitor support interactions, serving as an internal advocate for strategic customers, responding to customer escalations, and proactively escalating when needed.
- Direct crisis and incident response, working with the account team, technical support, operations and engineering teams to ensure timely resolution, while communicating effectively with customers.
- Meet regularly with clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items.
- Create and deliver executive customer presentations that outline system performance, potential issues, ROI and suggested forward courses of action.
- Develop deep understanding of customers business and operational needs.
- Maintain deep practical technical knowledge of Proofpoints integration within the customer's environment, including network, security, systems administration, and messaging management.
- Develop and oversee a comprehensive strategy to meet complex customer requirements utilizing Proofpoints solutions.
- Provide proactive recommendations that support the customer's requirements, roadmap and ongoing technical needs. Identify and prioritize short term and long-term goals.
- Plan and lead process improvement initiatives tailored to improve customer satisfaction with the services and interaction with the Proofpoint Team.
- Plan, document, and identify risks and challenges for production changes that span multiple services or technologies.
- Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints.
- Use independent judgment within broad parameters.
- Designs and implements solutions to complex problems
What you bring to the team
- 4+ years of industry experience in a client/professional service, sales engineer, senior support engineer, IT operations management, or senior engineer role with exposure to multiple technology areas
- Knowledge of data communication concepts and technologies, specifically email and networking knowledge of Linux, SMTP, and MySQL.
- Working knowledge of Windows, Active Directory, and Microsoft Exchange.
- Very strong customer service and excellent communications skills, both written and oral
- A history of successfully leading and directing technical staff through crisis situations
- Adaptable and willing to learn new technologies
- Knowledge of project management and strong time management skills
- Ability to effectively work in a team environment as well as independently
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 love working with us:
Competitive compensation
Comprehensive benefits
Career success on your terms
Flexible work environment
Annual wellness and community outreach days
Always on recognition for your contributions
Global collaboration and networking opportunities
