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Contract Product Support Engineer

extra holidays - extra parental leave - fully flexible

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Canada

Offer summary

Qualifications:

At least 5 years as L2 or above, Experience with AWS or Azure, Knowledge of hardware and networking, Understanding of operating systems and APIs, Bachelor’s degree in Computer Science or IT (preferred).

Key responsabilities:

Respond to technical support tickets
Provide remote support and diagnose issues
Install or upgrade software related to products
Maintain good client relations and provide training
Complete ticket reports and manage queue

Proofpoint Scaleup https://www.proofpoint.com/

1001 - 5000 Employees

See more Proofpoint offers

Job description

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.

We are looking to hire a skilled Contract Product Support Engineer to assist our clients with all technical related issues around our products (ITM Sigma \ ITM SaaS \ ITM On Prem). You will be required to respond to customer tickets and assist clients via remote access or by SFDC \ Email \ Phone \ Etc. The ability to work from home and being self management. This may include installing software that is related to our product or the OS that the customer is using, diagnosing networking issues, Installation \ Upgrades, other related issues around our products. To ensure success as a Technical Support Engineer, you should have in-depth knowledge of IT systems, cloud platforms (AWS \ Azure), excellent communication skills, the ability to work independently be a team player. Ultimately, a top-class Technical Support Engineer provides valuable assistance and support while maintaining strong customer relations.

Technical Support Engineer Responsibilities:

Responding to technical support tickets.
Contacting clients to find out the nature of the technical issue and meet SLA.
Providing remote support to customers environments.
Installing \ Upgrading software related to our products.
Diagnosing and troubleshooting the ticket issues that can be related to software, networking and hardware.
Proposing simple and effective solutions.
Providing basic training on our product.
Maintaining good client relations.
Completing tickets reports describing the activity that was done in the process.
Schedule sessions and managing personal queue and prioritized your tickets.

Technical Support Engineer Requirements:

Previous work experience as a Technical Support Engineer or Desktop Support Engineer (at least 5 years as L2 or above).
Previous work experience with at least one major cloud platform (AWS \ Azure).
Knowledge of hardware and networking systems.
Knowledge of operating systems, web services, Read Xml \ Json files, and APIs.
Ability to troubleshoot complex software and hardware issues.
Excellent communication skills (verbal and writing).
Fast thinker.
Technical diagnostic skills.
Good interpersonal skills.
Experience with at least one from each of the following categories:
- Virtualization: AWS \ Azure \ Hyper V \ VMware \ Xen \ Citrix \ TS \ VDI
- Networking: FW \ Routing \ Switching \ TCPip \ IP v4 and v6 \ DNS \ LB \ DR
- Storage: IOPS \ Bandwidth \ Raid Levels
- OS's : Win10 \ 11 \ 2016 \ 2019 \ 2022 , Linux , Mac
- WEB : IIS \ Node \ Json \ Rest API \ Services
- SQL: 2016 \ 2017 \ 2019 , profiler , SSMS , SQL Queries , HA