rovide enterprise level technical support to customers, re-sellers, and Proofpoint Partners via phone and the ticketing system (Salesforce experience preferred)
Manage cases in the ticketing system to ensure your cases are handled within SLA guidelines
Advise customers regarding the product's proper use and address specific systems/configuration issues
Manage product escalations, act as a liaison between customers, and various levels of tiered support
Work closely with infrastructure, operations, and engineering teams, including efforts to re-create issues in the test environment.
Shift work may be required (hours may differ depending on customer demand and business need)
Occasional weekend and holiday support may be required.
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