Level 2 Technical Support Engineer Proofpoint
THIS JOB HAS EXPIRED Description
We are seeking an experienced, self-motivated, flexible, team-oriented Level 2 Support Engineer to play a significant role in the refinement of our support strategy and maintenance of a high level of customer satisfaction for our existing customers.
You will be a part of a growing and dedicated support team and will participate in all phases of the product lifecycle. The primary function of the Level 2 Support Engineer is to assist our pre and post-sale customers with technical issues and help others on the team with deeper technical questions.
The Level 2 Support Engineer will need to respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
They will also assist other members of the team with technical issues that need further troubleshooting before escalating to Engineering.
This individual will also be responsible for ensuring that customer relationships are managed through proactive rapid customer communication.
This is a highly-technical role and strong knowledge of the Linux operating system and network configuration is required.
Willingness/eagerness to work in a Sendmail environment.
Resolving customer issues will routinely include working in complex product and infrastructure configurations.
Problem troubleshooting and isolation, performance tuning and optimization.
Training the customers on product features
Escalating product defects and issues and driving them towards resolution while managing the customer.
This role will also entail some Perl debugging, shell scripting and technical work with MySQL.
Positive, can-do attitude and passionate about increasing customer satisfaction
Strong UNIX/Linux support (or administration) experience, solid TCP/IP networking, expert troubleshooting and related problem-solving skills
Strong written and verbal communication skills plus a proven ability to communicate clearly and effectively
Strong messaging infrastructure experience
Good Shell scripting and previous Perl scripting experience
Previous experience with MySQL
Successful track record in negotiation and conflict management/resolution
Sendmail experience a plus
Secure Messaging experience a plus
Proofpoint, Inc. helps the largest and most successful companies in the world protect and govern their most sensitive data. Founded in 2002 by the former CTO of Netscape and headquartered in Sunnyvale, CA, Proofpoint was funded by top Silicon Valley investors, including Benchmark Capital and Mohr Davidow Ventures before going public earlier this year.
Please note that Proofpoint does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, Proofpoint will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Proofpoint explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
||892 Ross Drive |
Sunnyvale, CA 94089
THIS JOB HAS EXPIRED