Technical Support Representative

Proofpoint; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Proofpoint is seeking a Product Support Engineer to provide Tier 1 support for enterprise customers, focusing on email administration and security. The role involves troubleshooting complex issues and coordinating with escalations across multiple support levels.

You will engage with customers via phone, web, and email, deliver timely resolutions, and collaborate with the wider team on installations and configurations. Linux experience is a plus, and a fast-paced environment is expected.

Qualifications

• Experience in a technical support/helpdesk environment or relevant internship.
• Experience in analyzing and resolving software issues.
• Ability to engage professionally with customers across interfaces.
• Able to thrive in a fast-paced, agile environment with strong problem-solving.

Responsibilities

• Provide Tier 1 support to administrators & enterprise-level partners during business hours.
• Provide troubleshooting and technical support of complex issues 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

Problem solving

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 innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impactThe RoleProofpoint 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 configurationWhat 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 membersNice 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 compensationComprehensive benefitsCareer success on your termsFlexible work environmentAnnual wellness and community outreach daysAlways on recognition for your contributionsGlobal collaboration and networking opportunitiesOur 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] to ApplyInterested? Submit your application along with any supporting information- we can’t wait to hear from you!