Product Support Engineer @ Proofpoint

Cyber Crime; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading cybersecurity company is seeking a Frontline Product Support Engineer in Toronto. This customer-facing role involves troubleshooting technical issues on the Insider Threat Management Platform, providing remote support, and managing product escalations. Candidates should have a background in technical support, cloud platforms, and excellent communication skills.

Qualifications

• Experience as a Technical Support Engineer or Desktop Support Engineer.
• Knowledge of hardware and networking systems.
• Experience with cloud platforms like AWS or Azure.

Responsibilities

• Responding to technical support tickets and providing remote support.
• Diagnosing and resolving technical issues within specific guidelines.
• Documenting work in the ticketing system.

Skills

Technical diagnostic skills

Excellent communication skills

Troubleshooting complex software and hardware issues

Education

Bachelor’s degree in computer science or information technology

Tools

Salesforce

Job description

Proofpoint helps protect people, data and brands against cyber attacks. Offering compliance and cybersecurity solutions for email, web, cloud, and more.

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview

Proofpoint is a leading cybersecurity company protecting organizations’ greatest assets and biggest risks : vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.

The Role

We are looking to hire a skilled Frontline Product Support Engineer to assist our customers with all technical issues around our products on the Insider Threat Management (ITM) Platform (ITM Sigma / ITM SaaS / ITM On-Prem). This is a customer facing role and as a core function, you will be required to respond to customer tickets and assist customers via phone, email, and chat and resolve technical support issues in this product area. This may include installing software that is related to the product or the Operating System (OS) that the customer is using, diagnosing networking issues, Installation / Upgrades, and other related issues.

Responsibilities :

• Responding to technical support tickets and providing remote support to customers.
• Working with customers to diagnose and resolve technical issues within specific response guidelines.
• Manage product escalations, function as a liaison between customers and various levels of tiered support.
• Installing / Upgrading software related to this product area.
• Diagnosing and troubleshooting ticket issues that can be related to software, networking, and hardware.
• Documenting work in the ticketing system (Salesforce experience preferred).
• Shift work may be required (hours may differ depending on customer demand and business need).

Requirements for the role :

• Previous work experience as a Technical Support Engineer or Desktop Support Engineer.
• Previous work experience with at least one major cloud platform (AWS / Azure).
• Knowledge of hardware and networking systems.
• Knowledge of operating systems, web services, Read Xml / Json files, and APIs.
• Ability to troubleshoot complex software and hardware issues.
• Excellent communication skills (verbal and written).
• Fast thinker.
• Technical diagnostic skills.
• Experience with at least one from each of the following categories :
• Networking : Firewall Routing / Switching / TCP / IP / IP v4 and v6 / DNS / LB / DR

Bachelor’s degree in computer science or information technology.

Expert in Mac and Windows.

Why Proofpoint

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and a driven-to-win organization with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply.

We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint!