Staff Product Support Engineer

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 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 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 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. #J-18808-Ljbffr Proofpoint