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 Fortunelarge 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 youll 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 toprovide technical support forcustomerswho useourProofpoint AI Security solutions. This is a customer facing role and as a core function you willbe requiredto respond to customer tickets andassistcustomers 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 systemsnetwork securityexcellent 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 finddiagnoseand 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:

• 10yearswork experience as a Technical Support Engineer

• 10yearswork experience withnetwork securityor endpoint security

• Knowledge of networking systemsidentity providers x509 certificates Linux security tools KMScloud environments

• Knowledge ofAIMCPandAPIGateways 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

Why Proofpoint

At Proofpoint we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons youll love working with us:

• 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 .

How to Apply

Interested Submit your application along with any supporting information- we cant wait to hear from you!

Consistent with Proofpoint values and applicable law we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package including flexible time off a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year plus a three-week Work from Anywhere option.

Base Pay Ranges:

SF Bay Area New York City Metro Area:

California (excludes SF Bay Area) Colorado Connecticut Illinois Washington DC Metro Maryland Massachusetts New Jersey Texas Washington Virginia and Alaska:

All other cities and states excluding those listed above: