Address 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.
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.
Job Description
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.
The role
We’re looking for a Technical Support Engineer to help our customers get the most from Proofpint. You’ll help customers solve problems and support them in staying protected. You’ll provide an effective and first-class customer experience. You’ll be an excellent communicator with strong organisation skills and an ability to regularly go above and beyond.
To excel in this role, you’ll be a technical and creative problem solver. You’ll have proven customer support experience with an ability to communicate with senior technical customer stakeholders in both large and small organisations. You’ll be a self-starter, always looking for ways to iterate on existing processes or build out new ones to create an even better customer experience. You'll have a strong aptitude and experience in working in B2B SaaS technology, with a strong desire to further your craft and support the team around you.
You’ll be a strategic partner to our product and engineering leaders helping to keep recurring customer feedback at front of mind and ensuring it’s fed into our product development cycle. You’ll work closely with product managers on new launches and be a key stakeholder in ensuring our internal and external stakeholders have the enablement they need to take advantage of new functionality as it’s released.
This is a critical role for the company and an exciting time to join to help take our support organisation to the next level.
Your day-to-day
- Support our global customers in solving complex challenges.
- Develop our service offering - work with other teams to better enable and support our customers.
- Identify and deliver improvements in how we enable and support both internal and external stakeholders.
- Work closely with our Sales teams to shape our solution for prospective customers.
- Work directly with Product and Engineering to roll out new product functionality to existing customers.
- Build out new processes and improvements - shaping how we get things done for our customers.
- Act as a point of escalation for particularly complex tickets and during customer-facing incidents - supporting others in the team to provide a first-class customer experience.
What you bring to the team
- Solid experience in a B2B Technical Support role, ideally supporting a SaaS and/or Cybersecurity technology.
- You will be passionate about providing the best customer experience - you’re eager to roll up your sleeves and regularly go above and beyond to support customers.
- A self-starter with the ability to operate independently and work with both customers and colleagues to deliver strong outcomes.
- You will have worked with and supported enterprise sales and customer success teams in fast-growth environments
- Possess exceptional communication skills with an ability to work with both technical and non-technical stakeholders.
- You will have a proactive and commercial mindset - you’re always looking for improvements and iterations on processes.
- You will love working with technology and be capable of understanding and working through complex issues.
- A proven track record of working in a high-pressure environment.
- A data driven and analytical mindset alongside strong organisation and prioritisation skills.
- Experience in collaborating and coordinating issues with your peers to ensure they’re appropriately escalated and dealt with
Why Proofpoint
Protecting people is at the heart of our award-winning cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and a driven-to-win organization with leading-edge products.
We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply.
#TG1
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
