The Role 

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 for the role:  

• 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 

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

• 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 

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:

• 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

Our Culture:

Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.

How to Apply

Interested? Submit your application along with any supporting information- we can’t wait to hear from you!

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.

Base Pay Ranges:

SF Bay Area, New York City Metro Area:

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:

All other cities and states excluding those listed above: