Senior Product Support Engineer, AI Security

101 Proofpoint, Inc.; United States; Remote; USD 102,000 - 214,000; Full time

Job summary

Proofpoint is seeking an experienced Product Support Engineer to provide technical support for customers using Proofpoint AI Security solutions. This customer-facing role requires responding to tickets via phone, email, and chat, and resolving issues across software and OS environments.

You will diagnose networking problems, assist with installations/upgrades, and collaborate with product engineering on escalations.

Qualifications

• 10+ years of experience as a Technical Support Engineer.
• 10+ years of experience with network security or endpoint security.
• Knowledge of networking systems, identity providers, x509 certificates, Linux security tools, KMS, cloud environments.
• Excellent communication skills (verbal and written).
• Ability to troubleshoot complex software and hardware issues.
• Expert 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 defined guidelines.
• Manage product escalations and liaise between customers and product engineering.
• Installing/upgrading software related to this product area.
• Diagnosing and troubleshooting issues related to software, networking, and hardware.
• Documenting work in the ticketing system (Salesforce experience preferred).

Skills

Technical support

Networking

Mac and Windows

Communication

Tools

Salesforce

Job description

Proofpoint is seeking an experienced Product Support Engineer to provide technical support for customers using Proofpoint AI Security solutions. This customer-facing role requires responding to tickets via phone, email, and chat, and resolving issues across software and OS environments.

You will diagnose networking problems, assist with installations/upgrades, and collaborate with product engineering on escalations.