Job Descriptions:
Proofpoint – Associate PSE
The Role
Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues in Protection Server products. You will interact directly with our enterprise customers to deliver “white glove service” on each interaction. The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems, interacting with Sustaining Engineering for items that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced support group, you will act as an SME in a broad range of topics, owning and resolving all but the most complex of issues from start to finish. The work is frequently performed in Linux command line environments so appropriate skills are required.
Location: Bangalore
Your day-to-day
Provide technical product support to customers, resellers, and partners
Provide configuration help, troubleshooting and best practice advice to customers
Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targets
Provide problem diagnosis and root cause analysis for technical issues
Publish Knowledge Base articles for internal and customer audiences
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Participate in on-call support 24x7 rotation as assigned.
Work towards the team’s success—we win together