Staff Product Support Engineer

Proofpoint; Salt Lake City (UT); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Annual wellness and community outreach days

Job summary

Proofpoint is seeking an experienced Product Support Engineer to provide technical support for our AI Security solutions. This role involves responding to customer tickets and assisting customers via phone, email, and chat to resolve technical issues related to the product.

The ideal candidate will have over 10 years of experience in technical support and network security, along with excellent communication and troubleshooting skills. We offer a competitive compensation package and a flexible work environment.

Qualifications

• 10+ years of work experience as a Technical Support Engineer.
• Knowledge of networking systems, identity providers, and Linux security tools.
• Ability to troubleshoot complex software and hardware issues.

Responsibilities

• Respond to technical support tickets and provide remote support.
• Diagnose and resolve technical issues within specific guidelines.
• Manage product escalations between customers and engineering.

Skills

Technical support experience

Network security knowledge

Excellent communication skills

Troubleshooting skills

Expert in Mac and Windows

Tools

Salesforce

Job description

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.

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

• Respond to technical support tickets and provide remote support to customers.
• Work with customers to diagnose and resolve technical issues within specific response guidelines.
• Manage product escalations, functioning as a liaison between customers and various levels of product engineering.
• Install/upgrade software related to this product area.
• Diagnose and troubleshoot ticket issues related to software, networking, and hardware.
• Document work in the ticketing system (Salesforce experience preferred).

Requirements for the role

• 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.
• Expert in Mac and Windows.

Why Proofpoint?

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