Product Support Engineer — Insider Threat Platform

Proofpoint; Ireland; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work environment

Annual wellness & outreach days

Job summary

Proofpoint is seeking a skilled Product Support Engineer to assist customers with technical issues on the Insider Threat Management (ITM) Platform. You will respond to tickets via phone, email, and chat, diagnose software or OS issues, and collaborate with Engineering and Escalation teams to ensure customer success.

You will work on diagnosing problems involving REST APIs, JSON/XML data, and network configurations with strong emphasis on macOS environments; Windows and Linux experience is also

Qualifications

• 3+ years of experience in Technical Support or similar customer-facing role.
• Strong ability to read/analyze XML and JSON data, interpret API requests/responses.
• Experience diagnosing issues using browser tools, logs and regex.
• Hands-on experience supporting macOS environments; familiarity with MDM tools (Intune, Jamf).
• Knowledge of Windows, Linux, networking fundamentals and software/hardware issues.
• Excellent written and verbal communication; ability to explain complex concepts.

Responsibilities

• Respond to technical support tickets and provide remote assistance.
• Diagnose and resolve issues related to software, OS, networking, and hardware.
• Collaborate with Engineering and Escalation teams to ensure customer success.
• Install/Upgrade software related to Insider Threat Management products.
• Document inquiries and contribute to knowledge base and internal blogs.

Skills

Technical Support

Customer Engineering

REST APIs

macOS

Windows

Linux

Networking

Scripting

JSON

XML

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

Job description

Proofpoint is seeking a skilled Product Support Engineer to assist customers with technical issues on the Insider Threat Management (ITM) Platform. You will respond to tickets via phone, email, and chat, diagnose software or OS issues, and collaborate with Engineering and Escalation teams to ensure customer success.

You will work on diagnosing problems involving REST APIs, JSON/XML data, and network configurations with strong emphasis on macOS environments; Windows and Linux experience is also