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.