Staff Product Support Engineer

101 Proofpoint, Inc.; Deutschland; Hybrid; EUR 87.000 - 138.000; Vollzeit

Benefits dieser Stelle

Competitive compensation

Comprehensive benefits

Flexible work environment

Wellbeing days

Zusammenfassung

Proofpoint, Inc. is seeking an experienced Product Support Engineer to provide technical support for Proofpoint AI Security solutions.

You will respond to customer tickets via phone, email, and chat, and assist customers by diagnosing and resolving complex issues. The role requires deep IT systems and network security knowledge, excellent communication, and the ability to work independently while collaborating with a global team.

Qualifikationen

• 10+ years' experience as a Technical Support Engineer.
• 10+ years' experience in network or endpoint security.
• Knowledge of networking systems, identity providers, x509 certificates, Linux security tools, KMS, cloud environments.
• Knowledge of AI, MCP and API Gateways is a plus.
• Excellent verbal and written communication skills.
• Fast thinker with strong diagnostic skills.
• Good people skills; expert in Mac and Windows.
• Ability to troubleshoot complex software and hardware issues.

Aufgaben

• Respond to technical support tickets and provide remote support.
• Diagnose and resolve issues within specified response guidelines.
• Manage product escalations and liaise with product engineering.
• Install/upgrade software related to the product area.
• Diagnose and troubleshoot issues related to software, networking, and hardware.
• Document work in the ticketing system (Salesforce experience preferred).

Kenntnisse

Technical support

Network security

Linux security tools

Mac and Windows

Troubleshooting

Communication skills

Team player

Tools

Salesforce

Jobbeschreibung

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

We are looking to hire an experienced Product Support Engineer toprovide technical support forcustomerswho useourProofpoint AI Security solutions. This is a customer facing role and as a core function, you willbe requiredto respond to customer tickets andassistcustomers 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, other related issues.

To ensure success as a product support engineer, you should have in-depth knowledge of IT systems,network security,excellent communication skills, and the ability to work independently and be a team player.

Responsibilities

• Responding to technical support ticket and providing remote support to customers
• Working with customers to finddiagnoseand resolve technical issues within specific response guidelines.
• Manage product escalations, function as a liaison between customers, and various levels of product engineering.
• Installing/Upgrading software related to this product area.
• Diagnosing and troubleshooting the ticket issues that can be related to software, networking, and hardware.
• Documenting work in the ticketing system (Salesforce experience preferred)

Requirements for the role

• 10+yearswork experience as a Technical Support Engineer
• 10+yearswork experience withnetwork securityor endpoint security
• Knowledge of networking systems,identity providers, x509 certificates, Linux security tools, KMS,cloud environments
• Knowledge ofAI,MCPandAPIGateways is a plus
• Ability to troubleshoot complex software and hardware issues.
• Excellent communication skills (verbal and writing)
• Fast thinker
• Technical diagnostic skills
• Good people skills
• Expert in Mac and Windows

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].

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.

Base Pay Ranges

SF Bay Area, New York City Metro Area:

Base Pay Range: 136,200.00 - 214,005.00 USD

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:

Base Pay Range: 112,700.00 - 177,100.00 USD

All other cities and states excluding those listed above:

Base Pay Range: 101,600.00 - 159,720.00 USD