Technical Support Representative

Proofpoint; City of Melbourne; On-site; AUD 85,000 - 115,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Wellness days

Global collaboration

Job summary

Proofpoint is seeking a Product Support Engineer to join our Enterprise-level support team. You will provide Tier 1 assistance to administrators and enterprise partners, troubleshoot complex issues, and coordinate product escalations with multiple support tiers, while ensuring customer satisfaction and effective problem resolution.

You should be familiar with email administration and security concepts, comfortable working in a fast-paced, customer-facing role, and capable of collaborating with

Qualifications

• Proven experience in a technical support/helpdesk environment from industrial placement year or since graduating.

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 communication

Tools

Linux

Job description

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 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.

How We Work:

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.

The Role

Proofpoint is seeking a Product Support Engineer for our Enterprise level products. Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem escalations/resolutions in a fast-paced environment. The role is ideal for those who are passionate about engaging with customers and possess an understanding of email administration and security or DNS, however we will consider broader experience gained in a customer-facing, technical environment.

Your day-to-day

• 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

What you bring to the team

• 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

Nice to have

• Experience with Linux is beneficial
• Innovative thinker who is positive, proactive, and readily embraces change
• Ability to quickly develop as subject matter expert in areas of Proofpoint technologies.

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll 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 [e-mail].

We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people. Our BRAVE Values: At Proofpoint, we are BRAVE in everything we do, and our values aren’t just words—they shape how we work, collaborate, and grow. We seek people who are bold enough to challenge the status quo, responsive in the face of ever-evolving threats, and accountable for delivering real impact. We value those with a visionary mindset who anticipate what’s next and push cybersecurity forward, and we celebrate exceptional execution that ensures we continue to defend data and protect people.

Equal Opportunity Employment

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

We encourage applications from individuals of all backgrounds, experiences, and perspectives.