Cybersecurity Product Support Engineer
Segment (Twilio)
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
Proofpoint, a global cybersecurity leader, seeks a Product Support Engineer for the Insider Threat Management (ITM) Platform. You will assist customers with technical issues via tickets, phone, email, and chat, collaborating with Engineering and Escalation teams to ensure customer success.
The role requires strong troubleshooting across OS, software, and networking, with a focus on macOS and REST APIs. Salesforce and remote collaboration experience are beneficial for performance and knowledge
Qualifications
- 3+ years in technical or product support
- Strong debugging and troubleshooting skills
- Experience with REST APIs and JSON/XML
- Experience macOS environments
- MDM experience with Intune or Jamf
- Excellent written and verbal communication
Responsibilities
- Respond to technical support tickets and provide remote assistance
- Diagnose and resolve issues within defined response guidelines
- Escalate and manage product issues with engineering and product management
- Install/upgrade software related to the product area
- Troubleshoot software, hardware, and network problems
- Document work in the ticketing system (Salesforce experience preferred)
- Act as Subject Matter Expert in required technology area
- Prepare and share knowledge content for internal and customer-facing platforms
- Develop creative solutions to address client requirements
Skills
Education
Tools
Job description
Proofpoint, a global cybersecurity leader, seeks a Product Support Engineer for the Insider Threat Management (ITM) Platform. You will assist customers with technical issues via tickets, phone, email, and chat, collaborating with Engineering and Escalation teams to ensure customer success.
The role requires strong troubleshooting across OS, software, and networking, with a focus on macOS and REST APIs. Salesforce and remote collaboration experience are beneficial for performance and knowledge
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