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
Requirements:
Typically requires proven knowledge of Windows or Linux Server management experience
Knowledge of Email systems and Networking experience in a technical support/help desk environment
Proven understanding of email, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL & Exchange
Ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols
Solid experience in problem analysis and resolution of software problems
Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
Ability to handle clients professionally during all interfaces
Proven experience hosting WebEx or other remote hosting tools for customer troubleshooting sessions
Strong written and verbal communication skills
Candidates should be flexible working evening and weekend shifts
Our employees enjoy:
Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
Annual merit increase based on performance.
Paid Training whether onsite or in work at home.
Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
Excellent training and supervisory support - to help you feel comfortable servicing our customers.
Competitive Salary with attractive and attainable PBI structure.
Paid vacation and sick leave annually.
Exceptional Health and Life Insurance Plan
Lunch benefits and subsidy.
Onsite lunch concessionaire at reduced rates.
Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
Free On-site medical suite with nurse and medical doctor.
Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
Paid referral program
Career development & growth opportunities for advancement.
Excellent Reward and recognition programs.
