AI Security Product Support Engineer - Remote

Proofpoint; Washington (Washington County); On-site; USD 101,600 - 159,720; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Annual wellness days

Recognition for your contributions

Global collaboration and networking

Job summary

Proofpoint is seeking an experienced Product Support Engineer to deliver technical support for our AI Security solutions. You will handle customer tickets via phone, email, and chat, diagnose issues, and assist with software installations and OS-related tasks.

Ideal candidates have 10+ years in technical support and network security, strong communication skills, and the ability to work independently while collaborating with product engineering teams. A flexible work environment is offered.

Qualifications

• 10+ years of work experience as a Technical Support Engineer.
• 10+ years of work experience with network security or endpoint security.
• Knowledge of networking systems, identity providers, x509 certificates, Linux security tools, KMS, cloud environments.
• Knowledge of AI, MCP and API Gateways is a plus.
• Ability to troubleshoot complex software and hardware issues.
• Excellent communication skills (verbal and writing).
• Fast thinker
• Technical diagnostic skills
• Good people skills
• Expertise in Mac and Windows

Responsibilities

• Responding to technical support tickets and providing remote support to customers.
• Working with customers to diagnose and resolve technical issues within specific response guidelines.
• Managing product escalations, functioning as a liaison between customers and various levels of product engineering.
• Installing/upgrading software related to this product area.
• Diagnosing and troubleshooting ticket issues that may involve software, networking, and hardware.
• Documenting work in the ticketing system (Salesforce experience preferred)

Skills

Technical Support

Network security

Endpoint security

Linux

Mac OS

Windows

Communication skills

Team player

Tools

Salesforce

Job description

Proofpoint is seeking an experienced Product Support Engineer to deliver technical support for our AI Security solutions. You will handle customer tickets via phone, email, and chat, diagnose issues, and assist with software installations and OS-related tasks.

Ideal candidates have 10+ years in technical support and network security, strong communication skills, and the ability to work independently while collaborating with product engineering teams. A flexible work environment is offered.