Technical Support Solutions Expert

18 hours ago

Sydney, New South Wales, Australia 402 Proofpoint PTY LTD Full time

At 402 Proofpoint PTY LTD, we're dedicated to protecting our customers' people-centric security and compliance solutions. We're seeking a highly motivated and technically skilled Technical Support Solutions Expert to join our Support organization.

Company Overview

We're a leading cybersecurity company, committed to bringing passion and customer focus to the business. Our integrated suite of cloud-based solutions helps organizations around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks.

We protect leading organizations of all sizes, including more than half of the Fortune 1000, with our people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.

Job Description

The Technical Support Solutions Expert will provide technical support to customers via phone, email, and other communication channels. This role involves troubleshooting and resolving product-related issues, ensuring customer satisfaction and maintaining high-quality service standards.

Responsibilities

  • Provide technical assistance and support to customers, working in complex infrastructure configurations, problem analysis, and identification.
  • Train customers on product features, escalate product issues, and manage them towards resolution.
  • Collaborate with cross-functional teams, including Engineering and Product Management, to address customer concerns and provide feedback for product improvement.
  • Document and track customer interactions, issues, and resolutions in the support ticketing system.
  • Ensure proactive customer communication and rapid response when needed.
  • Assist in the creation and maintenance of knowledge base articles and support documentation.
  • Stay up-to-date with product enhancements, new features, and industry trends to effectively support customers.

Requirements and Qualifications

  • Strong technical aptitude and problem-solving skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Excellent communication and interpersonal skills to effectively interact with customers and internal teams.
  • Strong written and verbal communication skills.
  • Messaging infrastructure experience, ideally for email and/or mobile provider to carrier-grade level.
  • CASB and Cloud DLP experience.
  • Web Security Proxy and AAC experience.
  • Strong Linux experience, scripting (Perl, Python, shell), and TCP/IP networking experience.
  • Anti-abuse (anti-spam and anti-virus) experience.
  • Data analysis experience with tools like Splunk.
  • Previous exposure working in Technical Account Management.
  • Service Provider, Mobile Operator, or Enterprise support experience.
  • College Degree in Computer Science, Information Technology, or equivalent industry experience.

Benefits

We believe in hiring the best and brightest to help cultivate our culture of collaboration and appreciation. As a Technical Support Solutions Expert at 402 Proofpoint PTY LTD, you can expect a competitive salary between $120,000 - $180,000 per annum, depending on location and experience.

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