Contract Product Support Engineer

Proofpoint•Toronto, ON

38d•Hybrid

About The Position

Proofpoint is seeking a Contract Associate 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. Individuals successful in this role may have also worked as: Technical Service/Support Representative, Technical Support Engineer, Customer Service Representative, Help Desk Agent. This role requires in-office presence 4 days a week.

Requirements

Strong ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols
Ability to communicate effectively and in a constructive manner with customers, coworkers, management and executives
2 or more years of Product support or Technical support 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)
Experience hosting Zoom, WebEx or other remote hosting tools for customer troubleshooting sessions
Must be able to legally work in Canada

Nice To Haves

AWS knowledge, MCP, MCSA, MCSE, CCNA, CCNP, experience with Power shell and scripting
Passion for customer service, customer experience and customer support
Great attitude towards work and learning more every day.

Responsibilities

Provide enterprise level technical support to customers, re-sellers, and Proofpoint Partners via phone and the ticketing system (Salesforce experience preferred)
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/configuration issues
Manage product escalations, act as a liaison between customers, and various levels of tiered support
Work closely with infrastructure, operations, and engineering teams, including efforts to re-create issues in the test environment.
Shift work may be required (hours may differ depending on customer demand and business need)
Occasional weekend and holiday support may be required.