Senior Presales Escalation Engineer

The Role

The role will demand interaction with large scale enterprises up to senior levels, as well as with customer technical staff within the traditional IT organization. The successful candidate will have sound technical experience and skills, blended with strong interpersonal and presentation skills. The candidate will solve issues directly with customers, will provide technical support for POCs, assisting with solutions engineering as well as 2nd level support for Sales Engineers in the field.

This is a technical support role within the sales organization with travel up to 10%.

Your day-to-day

• This is a technical support role that also requires a strong sales engineer focus taking ownership of incoming pre-sales calls created by prospects, sales representatives, and sales engineers, documenting each call and customer issue with detailed information

• Configuration of Proofpoint Products to connect in-flow with Microsoft Exchange, Office 365, Lotus Domino, Google Apps and other email products, working daily in a primarily Linux environment

• Solving issues directly with customers and providing 2nd level helpdesk support to sales engineers in the field via phone, chat, email and screen sharing as a backup to sales engineers and working directly with customers on installations, configuration changes, and cutting over production email

• Liaison for escalations for prospects, sales representatives, and sales engineers to Engineering, Operations or Product Management for resolution

• Managing and improving the SE Lab and Demo Lab, including scripts, new hardware, and new software solutions

• Proactively creating new Wiki and Knowledgebase articles

What you bring to the team

• Industry experience in a customer-facing technical field such as technical support, professional services or sales engineering with a good understanding of the sales process and the roles and responsibilities of a sales engineer

• Confident technical presentation and communication skills, both verbal and written

• Solid background in email and network administration with a thorough understanding of Internet protocols and how they work, particularly HTTP, SMTP, LDAP

• Knowledge of networking, TCP/IP protocol, network configuration and components (firewalls, routers, etc.)

• Detailed hands-on knowledge and experience of Linux, vast knowledge of commands for searching logs, scripting, etc. Must be very comfortable with commands used for copying/editing files searching logs/files/folders, monitoring network traffic and scripting

• In-depth messaging infrastructure system administration experience (sendmail knowledge is a plus).

• Scripting capabilities, specifically Perl and shell scripting

• Knowledge of SQL databases, Apache, HTTP, DNS, and LDAP

• Ability to thrive in a fast-paced environment, work independently, ability to adapt quickly, positive attitude

• High attention to detail

• Virtualisation, cloud infrastructure or security experience