Technical Support Representative

Proofpoint; City Of London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading cybersecurity firm is seeking a Technical Customer Support Specialist in London. This role involves delivering excellent customer service, troubleshooting technical issues, and maintaining documentation. Ideal candidates will have a Bachelor's degree and experience in customer support for SaaS products. The position offers a hybrid work environment and comprehensive training programs.

Benefits

Learning & Development programs

Flexible work environment

Wellness and community outreach days

Recognition for contributions

Global collaboration opportunities

Qualifications

• Bachelor’s degree or equivalent experience in customer support.
• Experience supporting a SaaS product preferred.
• Strong verbal and written communication skills.

Responsibilities

• Provide high-quality customer service and technical troubleshooting.
• Research and integrate product changes.
• Manage customer-facing knowledge-base documentation.

Skills

Customer service

Technical troubleshooting

Independence

Communication

Problem-solving

Education

Bachelor's degree in a technology-related program

Job description

Technical Support Representative London, GBR Posted 30 days ago

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.

Overview

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 seeking a Technical Customer Support Specialist to join our team in a hybrid work environment.

Do you have a passion for educating customers on technology solutions?

Here in Proofpoint's Customer Support team, we take pride in delighting and empowering our customers by providing superior customer service and believe a friendly and helpful personality teamed with technical acumen are the keys to success.

Do you have the need for speed?

As our customer base grows and our technology solutions are constantly updated, we strive to work efficiently and effectively in a fast-paced, rapidly changing environment. That means we also need to be excellent at multi-tasking and prioritizing.

Ever spend time learning something new, just because you were curious?

As part of a quickly expanding support team, we each have the opportunity to become subject matter experts. We value someone who can learn independently and quickly.

Have a desire to work independently AND part of a team?

We also believe it’s important to have demonstrated the ability to work independently or as part of a team. While most of the work we do is independent, we work as a team to meet the needs of all of our customers using collaborative techniques with others on the team.

Your day to day

• Ensure high quality customer service and technical troubleshooting to both internal (Proofpoint Employees) and external customers (Administrators).
• Proactively research and integrate product changes into daily support process.
• Maintain a consultative approach to customer support and program implementation.
• Act as an intermediary between customers and internal teams to resolve escalated and technical issues.
• Maintain the customer-facing knowledge-base documentation.
• Perform other duties as assigned.

What you bring to the team

• Bachelor’s degree in a technology-related program, or an equivalent combination of education and work experience in a customer support role required, preferably supporting a SaaS product.
• Must enjoy the rewards and challenges of a large dynamic, collaborative group.
• Adaptive skills, learns quickly, asks questions, and solves and resolves independently.
• High energy, confidence, and enthusiastic attitude for customer support.
• Demonstrate innate customer care with strong verbal and written communication skills.
• Demonstrate smart decision making with attention to detail.
• Ability to identify resources and achieve exceptional customer satisfaction.

Why Proofpoint

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. We’re a pioneer in next-generation cybersecurity and more than half of the Fortune 100 trust us as a security partner. We welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT #AB1.

Why Proofpoint? We offer a comprehensive compensation and benefits package, including:

• Learning & Development: programs for growth, including leadership and professional development workshops, stretch project assignments, and mentoring opportunities.
• Flexible work environment: Remote options, hybrid schedules, flexible hours.
• Annual wellness and community outreach days.
• Recognition for your contributions.
• Global collaboration and networking opportunities.

Our Culture and EEO

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 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.

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.