Product Support Engineer

About 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 customer‑facing role requires responding to customer tickets and assisting customers via phone, email, and chat to resolve technical support issues in this product area.

• Respond to technical support tickets and provide remote support to customers.
• Diagnose and resolve technical issues within specific response guidelines.
• Manage product escalations and act as a liaison between customers and product engineering.
• Install or upgrade software related to the product area.
• Diagnose and troubleshoot issues related to software, networking, and hardware.
• Document work in the ticketing system (Salesforce experience preferred).

• 10+ years of work experience as a Technical Support Engineer.
• 10+ years of work experience with network security or endpoint security.
• Knowledge of networking systems, identity providers, X.509 certificates, Linux security tools, KMS, and cloud environments.
• Knowledge of AI, MCP and API Gateways is a plus.
• Ability to troubleshoot complex software and hardware issues.
• Excellent verbal and written communication skills.
• Fast thinker with strong diagnostic and people skills.
• Expertise in Mac and Windows platforms.

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