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About the Role
Proofpoint is seeking a Product Support Engineer for our Enterprise level products. This role involves providing excellent customer support, managing complex system-level problem escalations, and resolving issues in a fast-paced environment. The ideal candidate is passionate about customer engagement and has a strong understanding of email administration, security, or DNS, though broader technical customer-facing experience will be considered.
Responsibilities
- Provide Tier 1 support to administrators and enterprise-level partners during business hours.
- Troubleshoot and provide technical support for complex technical issues, communicating with customers via phone, web-based tools, and email.
- Advise customers on proper product use and address specific systems issues.
- Manage product escalations, acting as a liaison between customers and various levels of tiered support.
- Assist customers with installations and configuration as part of the wider team, if needed.
Requirements
- Proven experience in a technical support/helpdesk environment from an industrial placement year or since graduating.
- Experience and/or knowledge with Email systems and Networking.
- Experience in problem analysis and resolution of software problems.
- Ability to handle customers professionally across all interfaces.
- Ability to excel in a fast-paced, agile environment requiring critical thinking and strong problem-solving skills.
- Proven ability to function in a self-directed environment and cooperate with team members.
Skills
- Email administration
- Email security
- DNS
- Technical support
- Helpdesk
- Problem analysis
- Software problem resolution
- Customer handling
- Critical thinking
- Problem-solving
- Linux (beneficial)
- Subject matter expertise in Proofpoint technologies
Location
- Global
Work Type
- Full-time
Experience Level
- Entry-level
- Mid-level
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, protecting 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.
- Our mission is to safeguard the digital world and empower people to work securely and confidently.
- We operate guided by our BRAVE core values: Bold, Responsive, Accountable, Visionary, and Exceptional.
Equal Opportunity
- 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.