Associate Product Support Engineer (1pm - 10pm)

Proofpoint; Belfast City District; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Shift allowance

Hybrid work environment

Wellbeing initiatives

Job summary

Proofpoint is seeking a Product Support Engineer for our Enterprise level products. You’ll provide expert technical support to administrators and partners during the 1pm–10pm shift, handling complex escalations and guiding customers through troubleshooting via phone, web, and email.

You’ll work with Proofpoint technologies, become a subject matter expert, and mentor junior staff while contributing to knowledgebase and product documentation in a hybrid work environment.

Qualifications

• Experience in a technical support/helpdesk environment.
• Strong problem analysis and software problem resolution.
• Ability to quickly become expert in Proofpoint technologies.
• Professional interaction with customers across interfaces.
• Thrives in a fast-paced, agile environment with strong problem solving.

Responsibilities

• Provide support to administrators and enterprise partners during 1pm–10pm shift.
• Troubleshoot and resolve complex technical issues with customers via phone, web, and email.
• Manage product escalations and liaise between customers and support levels.
• Advise on proper product use and address configuration issues.
• Assist with consultative product questions and features.
• Mentor Associate level team members and contribute to knowledgebase.
• Contribute to support documentation and best practices.

Skills

Technical support

Customer communication

Troubleshooting

Problem solving

Subject matter expert

Tools

Email systems

DNS

Networking

Linux

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 level products. Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem escalations/resolutions in a fast-paced environment. The role is ideal for those who are passionate about engaging with customers and possess an understanding of email administration and security, however we will consider broader experience gained in a customer-facing, technical environment. Proofpoint offers a highly competitive salary and benefits package reflecting the 1pm to 10pm shift (with a competitive shift allowance, in addition to your base salary) and including other perks like company-wide wellbeing initiatives. Product training is provided on our market-leading cybersecurity solutions. Flexible interview appointments are available after 5pm with our interview team. We also offer a Hybrid working environment.

Your day-to-day

• Provide support to administrators & enterprise-level partners during the hours of 1pm to 10pm from Monday to Friday (hours may differ depending on customer demand and business need)
• Provide troubleshooting and technical support of complex technical issues constantly communicating with customers via phone, web-based tools and email
• Manage product escalations, act as a liaison between customers, and various levels of tiered support
• Advise customers regarding the product's proper use and address specific systems issues
• Assist customers with consultative queries on product configuration and features
• Provide guidance and mentorship to Associate level team members
• Contribute to knowledgebase and support documentation

Qualifications

• Experience in a technical support/helpdesk environment from a previous role
• Experience in problem analysis and resolution of software problems
• Ability to quickly develop as subject matter expert in areas of Proofpoint technologies
• Ability to interact with customers professionally across all interfaces
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Proven ability to function in a self-directed environment and to collaborate with team members
• Nice to have Experience with Email Systems, Networking and/or DNS Experience with Linux is beneficial Innovative thinker who is positive, proactive, and readily embraces change

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. 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.

Our BRAVE Values:

At Proofpoint, we are BRAVE in everything we do, and our values aren’t just words—they shape how we work, collaborate, and grow. We seek people who are bold enough to challenge the status quo, responsive in the face of ever-evolving threats, and accountable for delivering real impact. We value those with a visionary mindset who anticipate what’s next and push cybersecurity forward, and we celebrate exceptional execution that ensures we continue to defend data and protect people.

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.

Find your network, your allies, and your biggest fans. 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—designated 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.