Staff Product Support Engineer

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

About Proofpoint

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, and 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 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)

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
• Expertise in Mac and Windows

Benefits

• 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

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].

Compensation

• SF Bay Area, New York City Metro Area: 136,200.00 - 214,005.00 USD
• California (excluding SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska: 112,700.00 - 177,100.00 USD
• All other cities and states excluding those listed above: 101,600.00 - 159,720.00 USD