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 innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impactThe RoleProofpoint is seeking a Product Support Engineer for our Enterprise level products. Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem escalations/resolutions in a fast-paced environment.The role is ideal for those who are passionate about engaging with customers and possess an understanding of email administration and security, however we will consider broader experience gained in a customer-facing, technical environment.Product training is provided on our market-leading cybersecurity solutions.Your day-to-dayProvide support to administrators & enterprise-level partners during the hours of 9am-6pm, Monday to Friday (hours may differ depending on customer demand and business need)Provide troubleshooting and technical support of complex technical issues constantly communicating with customers via phone, web-based tools and emailManage product escalations, act as a liaison between customers, and various levels of tiered supportAdvise customers regarding the product's proper use and address specific systems issuesAssist customers with consultative queries on product configuration and featuresProvide guidance and mentorship to Associate level team membersContribute to knowledgebase and support documentationWhat you bring to the team Experience in a technical support/helpdesk environment from a previous roleExperience in problem analysis and resolution of software problemsAbility to quickly develop as subject matter expert in areas of Proofpoint technologiesAbility to interact with customers professionally across all interfacesAbility to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for successProven ability to function in a self-directed environment and to collaborate with team membersNice to have Experience with Email Systems, Networking and/or DNSExperience with Linux is beneficialInnovative thinker who is positive, proactive, and readily embraces changeWhy 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 compensationComprehensive benefitsCareer success on your termsFlexible work environmentAnnual wellness and community outreach daysAlways on recognition for your contributionsGlobal 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 accessibility@proofpoint.com. How to ApplyInterested? Submit your application along with any supporting information- we can’t wait to hear from you!