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Mid LevelFull-time
Salary Range
$10,200 - $13,800 /year
This salary is estimated based on similar roles. The actual salary may vary.
Job Descriptions:
Proofpoint β Associate PSE
The Role
Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues in Protection Server products. You will interact directly with our enterprise customers to deliver βwhite glove serviceβ on each interaction. The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems, interacting with Sustaining Engineering for items that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced support group, you will act as an SME in a broad range of topics, owning and resolving all but the most complex of issues from start to finish. The work is frequently performed in Linux command line environments so appropriate skills are required.
Location: Bangalore
Your day-to-day
ο· Provide technical product support to customers, resellers, and partners
ο· Provide configuration help, troubleshooting and best practice advice to customers
ο· Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targets
ο· Provide problem diagnosis and root cause analysis for technical issues
ο· Publish Knowledge Base articles for internal and customer audiences
ο· Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
ο· Participate in on-call support 24x7 rotation as assigned.
ο· Work towards the teamβs successβwe win together
 
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About Sutherland
Sutherland is a global leader in digital transformation and technology services, specializing in helping organizations navigate the complexities of modern business through innovative solutions. Headquartered in the United States, the company has established a strong presence across multiple continents, offering expertise in automation, artificial intelligence, and customer experience management. Founded in 1998, Sutherland has grown from a regional service provider into a multinational corporation, driven by a commitment to leveraging cutting-edge technology to solve real-world business challenges. The company operates at the intersection of technology and customer engagement, serving clients across various industries including financial services, healthcare, and telecommunications. Sutherlandβs core offerings include robotic process automation (RPA), artificial intelligence (AI) solutions, and customer experience (CX) platforms designed to enhance operational efficiency and customer satisfaction. Their services are characterized by a focus on scalability, integration with existing systems, and measurable outcomes. Key features of their solutions include advanced analytics, omnichannel support, and bespoke consulting to tailor strategies to client-specific needs. The company primarily targets large enterprises and mid-sized businesses seeking to streamline processes, reduce costs, and improve customer interactions through technology-driven initiatives. Their solutions are particularly valued by organizations undergoing digital transformation or looking to optimize their customer service operations. Sutherland has achieved significant recognition in the industry, including multiple awards for innovation in automation and customer experience. The company is positioned as a trusted partner for businesses aiming to harness the power of AI and automation to drive growth and efficiency. A notable aspect of Sutherlandβs value proposition is its emphasis on ethical AI and sustainable practices, ensuring that technological advancements align with corporate responsibility and long-term business goals. This commitment, combined with a global delivery model and a highly skilled workforce, enables Sutherland to deliver transformative results for its clients while maintaining a competitive edge in the rapidly evolving tech services landscape.
