Technical Support Enginner
Technical Support Enginner - Sunnyvale, CA [1113]
The primary function is to assist our pre- and post-sale customers with technical issues
Responsible for ensuring that the customer relationship is managed through proactive customer communication and provide rapid response when needed
Provides technical support to field engineers, and technical customer contacts who are diagnosing, troubleshooting, repairing and debugging complex systems
Works in conjunction with first line outsourced support to resolve Level 1 tickets
Provides support to customer/users where the product is highly technical or sophisticated in nature
Responds to basic customer issues relative to technical difficulty
Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained
Utilizes knowledge base documentation to respond to customer questions and issues
Does not participate in the on call rotation
Solves routine problems; explores various alternatives and selects appropriate solution only after receiving guidance from senior engineers or management
Communicates with Support peers and manager to ask questions and clarify issues in advance of communicating to customer
Receives detailed direction and requires supervision on assigned tasks
Associates degree or equivalent
1-2 years experience in relevant industry; may have background in IT organization
Strong customer satisfaction skills and a positive attitude
Strong troubleshooting and problem solving skills
Strong written and verbal communication skills
Proofpoint is an equal opportunity employer and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, gender expression, national origin ancestry, age, medical condition, disability, veteran status, marital status, or other prohibited factors under applicable federal, state, and local laws.
