Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Product Support Engineer role.
Rezi rewrites your resume against Proofpoint's job description. Free.
Tailor your resume to this Product Support Engineer role.
Rezi rewrites your resume against Proofpoint's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Product Support Engineer posting at Proofpoint — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Product Support Engineer posting at Proofpoint — free, in seconds.
About the Role
Proofpoint is seeking a Product Support Engineer for our Enterprise Email Archiving Software. The successful candidate will diagnose and resolve complex software technical issues for large enterprise customers, providing professional software technical support. Daily work includes updating technical support cases and hosting online sessions with customers to diagnose reported problems.
Responsibilities
- Provide enterprise level technical support to customers, re-sellers, and Proofpoint Partners via phone and the ticketing system.
- Manage cases in the ticketing system to ensure cases are handled within SLA guidelines.
- Advise customers regarding the product's proper use and address specific systems/configuration issues.
- Manage product escalations, acting as a liaison between customers and various levels of tiered support.
- Work closely with infrastructure, operations, and engineering teams, including efforts to re-create issues in the test environment.
- Shift work may be required.
- Occasional weekend and holiday support may be required.
Requirements
- 3+ years of Product Support, Technical Support, or related customer-facing technical experience.
- Strong ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations, integrations, and protocols.
- Hands-on experience troubleshooting Microsoft Windows Server, Active Directory, and Internet Information Services (IIS).
- Understanding of Microsoft Exchange and SMTP messaging architecture.
- Excellent verbal and written communication skills with the ability to effectively interact with customers, peers, management, and executive stakeholders.
- Experience conducting customer troubleshooting sessions using Zoom, WebEx, Microsoft Teams, or similar remote collaboration tools.
- Passion for customer service, customer experience, and customer support.
- Must be legally authorized to work in Canada.
Skills
- Salesforce experience preferred
- AWS services, including S3, EC2, IAM, and CloudWatch
- Grafana and other monitoring, observability, and log analysis tools
- PowerShell scripting and automation
- AWS Certified Solutions Architect Associate
- MCP
- MCSA
- MCSE
- CCNA
- CCNP
Location
- Canada
Work Type
- In-office 4 days a week
- Shift work may be required
- Occasional weekend and holiday support may be required
Experience Level
- 3+ years of Product Support, Technical Support, or related customer-facing technical experience.
Education Level
- AWS Certified Solutions Architect Associate
- MCP
- MCSA
- MCSE
- CCNA
- CCNP
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
About the Company
- 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.
- 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.
Equal Opportunity
- 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.