Staff Product Support Engineer

Proofpoint; Denver (CO); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Annual wellness and community outreach days

Global collaboration and networking opportunities

Job summary

Proofpoint is seeking an experienced Product Support Engineer to offer technical support for customers using Proofpoint AI Security solutions in Denver, Colorado. This role involves responding to customer tickets through various channels and resolving technical issues related to software, networking, and hardware.

The ideal candidate should have over 10 years of experience with network security, excellent communication skills, and be proficient in both Mac and Windows environments. This position offers a flexible work environment with competitive compensation and comprehensive benefits.

Qualifications

• 10+ years work experience as a Technical Support Engineer.
• 10+ years work experience with network security or endpoint security.
• Knowledge of networking systems and identity providers.

Responsibilities

• Respond to technical support tickets and provide remote support.
• Diagnose and resolve technical issues within response guidelines.
• Document work in the ticketing system.

Skills

Network security

Technical diagnostic skills

Communication skills

Troubleshooting complex software and hardware

Expert in Mac and Windows

Tools

Salesforce

Linux security tools

Job description

About Us

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.

How We Work

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 looking to hire an experienced Product Support Engineer to provide technical support for customers who use our Proofpoint AI Security solutions. This is a customer facing role and as a core function, you will be required to respond to customer tickets and assist customers via phone, email, and chat and resolve technical support issues in this product area. This may include installing software that is related to the product or the Operating System (OS) that the customer is using, diagnosing networking issues, Installation/Upgrades, other related issues.

To ensure success as a product support engineer, you should have in-depth knowledge of IT systems, network security, excellent communication skills, and the ability to work independently and be a team player.

Responsibilities

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

Requirements for the role

• 10+ years work experience as a Technical Support Engineer
• 10+ years 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
• Expert in Mac and Windows

Benefits

• Competitive compensation
• Comprehensive benefits
• Career success on your terms
• Flexible work environment
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities

Our Culture

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].