Product Support Engineer – Enterprise Cybersecurity

Able Too Work; Melbourne; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Flexible work environment

Wellness and community days

Job summary

Proofpoint is seeking a Product Support Engineer to provide Tier 1 support for our Enterprise level products. The role focuses on customer interactions, complex issue escalations, and coordination across support tiers in a fast-paced environment.

The ideal candidate brings experience in technical support for email systems and security, with a strong problem-solving mindset and ability to work independently or with teams. Linux knowledge is a plus and a customer-focused approach is essential.

Qualifications

• Proven experience in a technical support/helpdesk environment from 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 where critical thinking and strong problem-solving skills are required for success.
• Proven ability to function in a self-directed environment and also to cooperate with team members.

Responsibilities

• Provide Tier 1 support to administrators & enterprise-level partners during business hours (hours may differ depending on customer demand and business need).
• Provide troubleshooting and technical support of complex technical issues constantly communicating with customers via phone, web-based tools and email. Advise customers regarding the product's proper use and address specific systems issues.
• Manage product escalations, act as a liaison between customers, and various levels of tiered support.
• If needed, work as part of our wider team assisting customers during installations and configuration.

Skills

Email systems

Networking

Troubleshooting

Customer support

Problem analysis

Tools

Linux

Job description

Proofpoint is seeking a Product Support Engineer to provide Tier 1 support for our Enterprise level products. The role focuses on customer interactions, complex issue escalations, and coordination across support tiers in a fast-paced environment.

The ideal candidate brings experience in technical support for email systems and security, with a strong problem-solving mindset and ability to work independently or with teams. Linux knowledge is a plus and a customer-focused approach is essential.