Staff Product Support Engineer

About the position

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people. At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: Bold in how we dream and innovate Responsive to feedback, challenges and opportunities Accountable for results and best in class outcomes Visionary in future focused problem-solving Exceptional in execution and impact. We are looking to hire an experienced Product Support Engineer to provide technical support for customers who use our Proofpoint AI Security solutions. This is a customer facing role and as a core function, you will be required to respond to customer tickets and assist customers via phone, email, and chat and resolve technical support issues in this product area. This may include installing software that is related to the product or the Operating System (OS) that the customer is using, diagnosing networking issues, Installation/Upgrades, other related issues. To ensure success as a product support engineer, you should have in-depth knowledge of IT systems, network security, excellent communication skills, and the ability to work independently and be a team player.

Responsibilities

  • Responding to technical support ticket and providing remote support to customers
  • Working with customers to find diagnose and resolve technical issues within specific response guidelines.
  • Manage product escalations, function as a liaison between customers, and various levels of product engineering.
  • Installing/Upgrading software related to this product area.
  • Diagnosing and troubleshooting the ticket issues that can be related to software, networking, and hardware.
  • Documenting work in the ticketing system (Salesforce experience preferred)

Requirements

  • 10+ years work experience as a Technical Support Engineer
  • 10+ years work experience with network security or endpoint security
  • Knowledge of networking systems, identity providers, x509 certificates, Linux security tools, KMS, cloud environments
  • Ability to troubleshoot complex software and hardware issues.
  • Excellent communication skills (verbal and writing)
  • Fast thinker
  • Technical diagnostic skills
  • Good people skills
  • Expert in Mac and Windows

Nice-to-haves

  • Knowledge of AI, MCP and API Gateways is a plus

Benefits

  • Competitive compensation
  • Comprehensive benefits
  • Career success on your terms
  • Flexible work environment
  • Annual wellness and community outreach days
  • Always on recognition for your contributions
  • Global collaboration and networking opportunities
  • flexible time off
  • a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year
  • a three-week Work from Anywhere option
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