Technical Support Representative

African American Talent; Melbourne; Remote; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Wellness days

Job summary

Proofpoint in Melbourne, Australia is seeking a Product Support Engineer to join our enterprise support team. You will deliver Tier 1 assistance to administrators and enterprise partners, troubleshoot complex issues, and guide customers on proper product use.

You’ll coordinate escalations and collaborate with multiple support levels, and may assist with installations and configuration where needed. Candidates should have hands-on experience in a technical support or helpdesk role, solid

Qualifications

• Proven experience in a technical support/helpdesk environment.
• Experience with Email systems and Networking.
• Ability to analyze and resolve software problems.
• Professional communication across interfaces in a fast-paced, agile setting.

Responsibilities

• Provide Tier 1 support to administrators & enterprise partners during business hours.
• Troubleshoot and resolve complex issues, communicating with customers via phone, web, and email.
• Advise customers on proper product use and address system issues.
• Manage escalations and liaise between customers and tiers of support.
• Assist with installations and configuration when needed.

Skills

Email systems

Networking

Customer communication

Software problem solving

Team collaboration

Linux (nice to have)

Job description

Melbourne, Australia

Sydney, Australia

Western Australia, Australia

Brisbane, Australia

South Australia, Australia - Remote

Queensland, Australia

Victoria, Australia - Remote

New South Wales, Australia - Remote

Full time

R14829

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] .

Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.

We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. 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.

Proofpoint's 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.

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.

Find your network, your allies, and your biggest fans. We know that work is simply better when you’re surrounded by people who inspire you—who share ideas, cheer you on, and genuinely want to see you succeed. That’s why we offer social circles, sponsored networks, and connection points across teams and time zones—to help you find your people, build your community, and thrive together.

This isn’t just a job—it’s a mission to protect people and defend data in a world that never slows down. We’re building the future of human-centric cybersecurity, and that future belongs to all of us. We take ownership, move fast, and hold ourselves accountable—because that’s what it takes to stay ahead. And we do it together, winning as one.

Be empowered to reach your full potential through meaningful challenges and personalized support—designed around you and your goals. Whether you're growing as a leader or leveling up from great to exceptional as an individual contributor, we’re here to help you get there.

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.