Independently provide ongoing and proactive technical leadership and support to Proofpoint’s strategic customers with little direction.
Manage and monitor support interactions, serving as an internal advocate for strategic customers, responding to customer escalations, and proactively escalating when needed.
Direct crisis and incident response, working with the account team, technical support, operations and engineering teams to ensure timely resolution, while communicating effectively with customers.
Meet regularly with clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items.
Create and deliver executive customer presentations that outline system performance, potential issues, ROI and suggested forward courses of action.
Develop deep understanding of customer’s business and operational needs.
Maintain deep practical technical knowledge of Proofpoint’s integration within the customer's environment, including network, security, systems administration, and messaging management.
Develop and oversee a comprehensive strategy to meet complex customer requirements utilizing Proofpoint’s solutions.
Provide proactive recommendations that support the customer's requirements, roadmap and ongoing technical needs.
Identify and prioritize short term and long-term goals.
Plan and lead process improvement initiatives tailored to improve customer satisfaction with the services and interaction with the Proofpoint Team.
Plan, document, and identify risks and challenges for production changes that span multiple services or technologies.

Requirements

4+ years of industry experience in a client/professional services, sales engineer, senior support engineer, IT operations management, or senior engineer role with exposure to multiple technology areas
Knowledge of data communication concepts and technologies, specifically email and networking
Knowledge of Linux, SMTP, and MySQL
Working knowledge of Windows, Active Directory, and Microsoft Exchange
Working knowledge of Email Archive products and Records Management
Very strong customer service and excellent communications skills, both written and oral
A history of successfully leading and directing technical staff through crisis situations
Adaptable and willing to learn new technologies
Knowledge of project management and strong time management skills
Able to effectively work in a team environment as well as independently
Knowledge of Compliance regulations and records management a must.

Benefits

Competitive compensation
Comprehensive benefits
Career success on your terms
Flexible work environment
Annual wellness and community outreach days
Always on recognition for your contributions
Global collaboration and networking opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

LinuxSMTPMySQLWindowsActive DirectoryMicrosoft ExchangeEmail Archive productsRecords Managementdata communication conceptsnetworking

Soft Skills

customer servicecommunication skillsleadershipadaptabilitytime managementteamworkindependenceprocess improvementproblem-solvingstrategic thinking