Product Support Engineer

Proofpoint; Toronto; On-site; CAD 60,000 - 85,000; Full time

Job summary

A leading company in cybersecurity is seeking a Frontline Product Support Engineer to assist customers with technical issues related to their Insider Threat Management Platform. This role involves responding to support tickets, diagnosing issues, and providing remote assistance, requiring strong troubleshooting skills and a Bachelor's degree in IT or Computer Science.

Qualifications

• Experience with at least one major cloud platform (AWS / Azure).
• Knowledge of hardware, networking, operating systems, web services, and APIs.
• Experience with virtualization platforms (AWS, Azure, Hyper V, VMware, Xen, Citrix, TS, VDI).

Responsibilities

• Respond to support tickets and provide remote assistance.
• Diagnose and resolve technical issues related to software, networking, and hardware.
• Document work in ticketing systems (Salesforce preferred).

Skills

Troubleshooting

Communication

Technical Support

Networking

Cloud Platforms

Education

Bachelor’s degree in Computer Science or IT

Tools

Salesforce

AWS

Azure

VMware

Linux

Job description

Join to apply for the Product Support Engineer role at Proofpoint

Role Overview

We are seeking a skilled Frontline Product Support Engineer to assist our customers with technical issues related to our Insider Threat Management (ITM) Platform (ITM Sigma / ITM SaaS / ITM On-Prem). This customer-facing role involves responding to tickets and providing support via phone, email, and chat, including software installation, troubleshooting networking issues, and handling upgrades.

Responsibilities

• Respond to support tickets and provide remote assistance.
• Diagnose and resolve technical issues related to software, networking, and hardware.
• Manage escalations and act as liaison between customers and support tiers.
• Install and upgrade related software.
• Document work in ticketing systems (Salesforce preferred).
• Work hours may vary based on business needs.
• Provide support experience as a Technical Support or Desktop Support Engineer.
• Have experience with at least one major cloud platform (AWS / Azure).
• Possess knowledge of hardware, networking, operating systems, web services, and APIs.
• Demonstrate strong troubleshooting skills for complex software and hardware issues.
• Exhibit excellent communication skills, both verbal and written.
• Be able to work independently and as part of a team.
• Have experience with virtualization platforms (AWS, Azure, Hyper V, VMware, Xen, Citrix, TS, VDI).
• Understand networking concepts (Firewall, Routing, Switching, TCP / IP, DNS, Load Balancing).
• Have knowledge of storage IOPS, bandwidth, RAID levels.
• Be proficient with OSs (Windows 10 / 11, Server editions, Linux, Mac).
• Experience with web technologies (IIS, Node.js, JSON, REST API, Services).
• Hold a Bachelor’s degree in Computer Science or IT.
• Have expertise in Mac and Windows environments.