Hybrid Product Support Engineer – Enterprise Cybersecurity

Proofpoint; Belfast City District; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Shift allowance

Wellbeing initiatives

Product training

Hybrid work

Flexible interviews

Job summary

Proofpoint in Belfast is seeking a Product Support Engineer for our enterprise-level products. This hybrid role supports administrators and partners, handling complex system-level escalations with a focus on email administration and security.

The team values customer engagement and practical problem-solving in a fast-paced environment. The position offers a people-focused culture, competitive compensation, and a shift allowance.

Qualifications

• Experience in a technical support/helpdesk environment.
• Experience in problem analysis and resolution of software problems.
• Ability to quickly develop as subject matter expert in Proofpoint technologies.
• Ability to interact with customers professionally across all interfaces.

Responsibilities

• 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.

Skills

Technical support

Customer interaction

Problem analysis

Linux experience

DNS knowledge

Email security

Tools

Linux

DNS

Email systems

Networking

Job description

Proofpoint in Belfast is seeking a Product Support Engineer for our enterprise-level products. This hybrid role supports administrators and partners, handling complex system-level escalations with a focus on email administration and security.

The team values customer engagement and practical problem-solving in a fast-paced environment. The position offers a people-focused culture, competitive compensation, and a shift allowance.