Enterprise Product Support Engineer – Remote

Proofpoint; Sydney; Remote; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Annual wellness and community outreach

Always on recognition

Global collaboration

Job summary

Proofpoint is seeking a Product Support Engineer for enterprise-level products. You’ll provide Tier 1 support to administrators and partners, troubleshoot complex issues, and act as a liaison across support tiers.

A background in email systems or networking helps you excel in this fast-paced, customer-facing role. Successful candidates will engage with customers during business hours, assist installations, and contribute to a high-velocity team environment while maintaining a focus on security

Qualifications

• Experience in a technical support/helpdesk environment.
• 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 with strong problem-solving skills.

Responsibilities

• Provide Tier 1 support to administrators and enterprise-level partners during business hours.
• Troubleshoot and support complex technical issues via phone, web, and email; advise on proper use of the product.
• Manage product escalations and liaise between customers and tiered support levels.
• Assist with installations and configuration as part of the wider team when needed.

Skills

Email systems

Networking

Problem solving

Customer facing

Job description

Proofpoint is seeking a Product Support Engineer for enterprise-level products. You’ll provide Tier 1 support to administrators and partners, troubleshoot complex issues, and act as a liaison across support tiers.

A background in email systems or networking helps you excel in this fast-paced, customer-facing role. Successful candidates will engage with customers during business hours, assist installations, and contribute to a high-velocity team environment while maintaining a focus on security