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Associate Product Engineer-Sydney

Proofpoint Inc

It's fun to work in a company where people truly BELIEVE in what they're doing We're committed to bringing passion and customer focus to the business. Corporate Overview Proofpoint is a leading cybersecurity company protecting organizations' greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks.

Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web. We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That's why we're a leader in next-generation cybersecurity.

Protection Starts with People. Your day-to-day This is an advanced support group, owning and resolving moderate to complex issues. The work is frequently performed in Linux command line environments so appropriate skills are required.

You will work closely with our Account Managers, SEs, Customer Success Managers, and Professional Services to provide a positive customer interaction. You will be required to: Ensure high quality customer service and technical troubleshooting to both internal and external customers Proactively research and integrate product changes into daily support process Publish and maintain knowledge base articles for internal resources and customers Maintain a consultative approach to customer support and program implementation Act as an intermediary between customers & internal teams to resolve escalated & technical issues Advise customers regarding the product's proper use and address specific systems issues Perform other duties as assigned What You Bring To The Team Bachelor's degree or an equivalent combination of education and work experience in a customer support role required, preferably supporting a SaaS product Excellent written and oral communications skills are mandatory Strong interpersonal and customer management skills Excellent time management skills Adaptive skills, learn quickly, asks questions, and solve independently High energy, confident, and enthusiastic attitude Demonstrated ability to develop technical skills and root cause analysis Desirable experience with Salesforce, Microsoft Excel, email debugging and Linux command lines Understanding of TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, MySQL & Exchange environments Demonstrate smart decision making with attention to detail Ability to identify resources required to resolve issues and achieve exceptional customer satisfaction Experience using remote hosting tools for customer troubleshooting sessions Provide support during the hours of 7am to 9pm AEST (Rostered shift within this period) Experience with Palo Alto Networks, Cisco, Symante.


Date22 November 2022

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