Product Support Engineer

Proofpoint; Toronto; On-site; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Job summary

Proofpoint is seeking a Product Support Engineer for our Enterprise Email Archiving Software. You will provide enterprise level technical support, diagnosing and resolving complex issues while interacting with large enterprise customers.

The role requires 3+ years in technical support, strong troubleshooting across distributed systems, and hands-on experience with Windows Server, Active Directory, and IIS. In-office presence 4 days a week is required.

Qualifications

• 3+ years in product or technical support for software or services.
• Strong ability to troubleshoot distributed systems and multiple configurations.
• Experience with Windows Server, Active Directory, and IIS.
• Understanding of Exchange and SMTP messaging architecture.

Responsibilities

• Provide enterprise level technical support to customers via phone and ticketing system.
• Manage and progress cases within SLA, updating progress in the system.
• Advise customers on proper product usage and configuration issues.
• Handle product escalations and liaise with multiple support tiers.
• Collaborate with infrastructure, operations, and engineering to reproduce issues.

Skills

Technical Support

Troubleshooting

Windows Server

Active Directory

Exchange & SMTP

Customer communication

Tools

Salesforce

Zoom

Microsoft Teams

PowerShell

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 Email Archiving Software. The successful candidate should have strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex software technical issues. You will interact directly with our large enterprise customers to provide software technical support in a professional manner. The daily work includes regular updating of technical support cases to record progress of open issues in our call tracking system and hosting online sessions with customers to diagnose reported problems. Individuals successful in this role may have also worked as: Technical Service/Support Representative Technical Support Engineer Customer Service Representative Help Desk Agent This role requires in-office presence 4 days a week.

Your day-to-day

• Provide enterprise level technical support to customers, re-sellers, and Proofpoint Partners via phone and the ticketing system (Salesforce experience preferred)
• Manage cases in the ticketing system to ensure your cases are handled within SLA guidelines
• Advise customers regarding the product's proper use and address specific systems/configuration issues
• Manage product escalations, act as a liaison between customers, and various levels of tiered support
• Work closely with infrastructure, operations, and engineering teams, including efforts to re-create issues in the test environment.
• Shift work may be required (hours may differ depending on customer demand and business need)
• Occasional weekend and holiday support may be required.

What you bring to the team

• 3+ years of Product Support, Technical Support, or related customer-facing technical experience.
• Strong ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations, integrations, and protocols.
• Hands-on experience troubleshooting Microsoft Windows Server, Active Directory, and Internet Information Services (IIS).
• Understanding of Microsoft Exchange and SMTP messaging architecture.
• Excellent verbal and written communication skills with the ability to effectively interact with customers, peers, management, and executive stakeholders.
• Experience conducting customer troubleshooting sessions using Zoom, WebEx, Microsoft Teams, or similar remote collaboration tools.
• Passion for customer service, customer experience, and customer support.
• Must be legally authorized to work in Canada.

What sets you apart

• Experience with AWS services, including S3, EC2, IAM, and CloudWatch.
• Experience with Grafana and other monitoring, observability, and log analysis tools.
• Experience with PowerShell scripting and automation.
• Industry certifications such as AWS Certified Solutions Architect Associate, MCP, MCSA, MCSE, CCNA, or CCNP.

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package.

• 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.

Equal Opportunity

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 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.