Contract Product Support Engineer

Skip to main contentProofpoint uses cookies on this site to improve performance, for analytics and for personalization. Please see our Cookie Policy for details and information on how to adjust your cookies settings.  As a candidate for employment at Proofpoint, your personal data can be processed as described in our Privacy Policy.DeclineAccept CookiesSign InContract Product Support Engineer page is loadedContract Product Support EngineerApplylocationsToronto, Canadatime typeFull timeposted onPosted Yesterdayjob requisition idR14456About Us: Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.How We Work:At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: Bold in how we dream and innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impactThe RoleProofpoint 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 RepresentativeTechnical Support EngineerCustomer Service RepresentativeHelp Desk AgentThis role requires in-office presence 4 days a weekYour day-to-dayProvide 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 guidelinesAdvise customers regarding the product's proper use and address specific systems/configuration issuesManage product escalations, act as a liaison between customers, and various levels of tiered supportWork 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.What you bring to the teamStrong ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocolsAbility to communicate effectively and in a constructive manner with customers, coworkers, management and executives2 or more years of Product support or Technical support experienceExperience with problem analysis and resolution of software problemsUnderstanding of Microsoft Exchange and SMTP messaging architectureHands-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 sessionsNice to have: AWS knowledge, MCP, MCSA, MCSE, CCNA, CCNP, experience with Power shell and scriptingPassion for customer service, customer experience and customer supportGreat attitude towards work and learning more every day.Must be able to legally work in CanadaWhy ProofpointAs a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and...