Product Support Engineer - DSPM

Proofpoint Canada ULC; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading cybersecurity firm in Toronto is seeking a Technical Support Engineer to provide world-class assistance for their Data Security Posture Management platform. The ideal candidate will have extensive experience in cloud environments and data security practices, alongside exceptional communication skills. This role offers competitive compensation and a flexible working environment.

Benefits

Competitive compensation

Comprehensive benefits

Learning & Development programs

Flexible work environment

Annual wellness and community outreach days

Qualifications

• 5+ years of technical support experience in a cloud or data security role.
• Proven track record of resolving complex technical issues in enterprise environments.
• In-depth knowledge of AWS, Azure, and GCP security configurations.

Responsibilities

• Act as primary technical support contact for customers.
• Triage technical problems and escalate to Engineering.
• Support customer environments across AWS, Azure, and GCP.

Skills

Technical support experience

Cloud security knowledge

Problem-solving skills

Customer communication

Tools

Salesforce

Job description

About Us :

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.

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 outcomes, Visionary in future-focused problem-solving, Exceptional in execution and impact.

The Role :

We are seeking an experienced Technical Support Engineer to provide world-class support for our Data Security Posture Management (DSPM) platform. The ideal candidate will have a deep technical understanding of cloud environments, databases, and data security practices, coupled with excellent troubleshooting skills and a customer-centric mindset.

Responsibilities :

1. Act as the primary technical support contact for customers, troubleshooting and resolving complex DSPM-related issues.
2. Triage technical problems, escalate to Engineering when necessary, and ensure timely delivery of solutions to customers.
3. Support customer environments across AWS, Azure, and GCP, addressing challenges with configuration, authentication, encryption, and security best practices.
4. Provide hands-on guidance for database integrations (e.g., SQL, NoSQL, MongoDB) and ensure proper security mechanisms are in place.
5. Champion customer success by identifying recurring issues and proposing long-term solutions.
6. Manage product escalations, functioning as a liaison between customers and various levels of support, engineering, and product teams.
7. Maintain a knowledge base of technical documentation, FAQs, and step-by-step guides for internal and customer use.
8. Document work in the ticketing system (Salesforce experience preferred).
9. Shift work may be required, with hours varying depending on customer demand and business needs.

Requirements for the role :

1. 5+ years of technical support experience in a cloud or data security role.
2. Proven track record of resolving complex technical issues in enterprise environments.
3. In-depth knowledge of AWS, Azure, and GCP security configurations and deployment practices.
4. Proficiency in authentication protocols (e.g., OAuth, SAML, LDAP) and encryption technologies.
5. Familiarity with security frameworks and best practices (e.g., NIST, ISO 27001).
6. Exceptional problem-solving and analytical skills.
7. Excellent communication skills, with the ability to simplify complex concepts for customers.
8. Experience with ticketing systems and workflow management tools.

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
• Learning & Development: We are committed to the growth and development of our team members, offering programs including leadership and professional development workshops, stretch projects, and mentoring opportunities to help employees reach their full potential.
• Flexible work environment: Remote options, hybrid schedules, flexible hours, etc.
• Annual wellness and community outreach days
• 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 us.

How to Apply :

Interested? Submit your application here. We can't wait to hear from you!

Key Skills :

Document Controlling, Cost Accounting, Business Administration, Database, Art

Employment Type : Full-Time

Experience : 5+ years

Vacancy : 1