AI Developer - Customer Services and Support

About Us:

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.

How We Work:

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

About the Role:

We're looking for an AI Specialist / Developer to transform how we deliver customer support using AI. This role focuses on building and scaling AI-powered solutions that improve support efficiency, reduce response times, and enhance customer experience.

You'll work closely with Customer Support, Operations, and Engineering teams to identify high-impact opportunities and implement practical AI solutions-from intelligent chatbots to agent copilots and workflow automation.

What You'll Do:

• Design and implement AI-powered customer support solutions (chatbots, virtual agents, agent assist tools)

• Build and maintain systems for automating ticket triage, classification, routing, and response generation

• Develop retrieval-augmented generation (RAG) systems using internal knowledge bases and documentation

• Integrate AI into support platforms (e.g., Salesforce Service Cloud, etc.)

• Analyze workflow data (tickets, chats, call transcripts) to identify automation opportunities and insights

• Optimize AI systems for accuracy, latency, cost, and customer satisfaction

• Establish evaluation frameworks (e.g., response quality, resolution rate, deflection rate)

• Collaborate with services and support teams to continuously refine workflows and ensure practical usability

• Implement guardrails and monitoring to ensure safe, reliable, and compliant AI behavior

Required Qualifications:

• 3+ years of software development experience (Python, JavaScript/TypeScript, or similar)

• Hands-on experience with AI/ML systems, especially LLMs and API-based integrations

• Experience building backend services and integrating with third-party platforms/APIs

• Familiarity with customer support systems (Zendesk, Salesforce, Freshdesk, Intercom, etc.)

• Strong understanding of data handling, APIs, and system design

• Ability to translate support and operations challenges into technical solutions

Preferred Qualifications:

• Experience building conversational AI or chatbot systems in production

• Knowledge of RAG architectures, embeddings, and vector databases

• Experience with speech-to-text or call center AI (optional but valuable)

• Familiarity with prompt engineering and evaluation techniques for customer-facing AI

• Experience working with support analytics and KPIs (CSAT, first response time, resolution time)

• Background in automation tools or workflow orchestration

What Success Looks Like:

• Increased ticket deflection through effective self-service and automation

• Reduced average handle time and faster response/resolution rates

• High-quality, accurate AI-generated responses that improve CSAT

• Strong adoption of AI tools by support agents

• Measurable improvements in support efficiency and scalability

Why Join Us:

• Direct impact on customer experience at scale

• Opportunity to modernize support operations with AI

• High ownership across both technical and operational outcomes

• Fast-paced environment with room to experiment and deliver real results

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.

We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to View email address on click.appcast.io .

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:

Base Pay Range: 136,200.00 - 214,005.00 USD

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

Base Pay Range: 112,700.00 - 177,100.00 USD

All other cities and states excluding those listed above:

Base Pay Range: 101,600.00 - 159,720.00 USD

Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.

We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We're driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.

Our BRAVE Values:

At Proofpoint, we are BRAVE in everything we do, and our values aren't just words-they shape how we work, collaborate, and grow.

We seek people who are bold enough to challenge the status quo, responsive in the face of ever-evolving threats, and accountable for delivering real impact.

We value those with a visionary mindset who anticipate what's next and push cybersecurity forward, and we celebrate exceptional execution that ensures we continue to defend data and protect people.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

Find your network, your allies, and your biggest fans. We know that work is simply better when you're surrounded by people who inspire you-who share ideas, cheer you on, and genuinely want to see you succeed. That's why we offer social circles, sponsored networks, and connection points across teams and time zones-to help you find your people, build your community, and thrive together.

This isn't just a job-it's a mission to protect people and defend data in a world that never slows down. We're building the future of human-centric cybersecurity, and that future belongs to all of us. We take ownership, move fast, and hold ourselves accountable-because that's what it takes to stay ahead. And we do it together, winning as one.

Be empowered to reach your full potential through meaningful challenges and personalized support-designed around you and your goals. Whether you're growing as a leader or leveling up from great to exceptional as an individual contributor, we're here to help you get there.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.