Product Support Engineer

About the role

Proofpoint is seeking an experienced Product Support Engineer to provide advanced technical support for its cybersecurity products. You will work directly with enterprise customers, delivering white‑glove service and ensuring effective use of Proofpoint solutions.

Key responsibilities

• Provide advanced software technical support via phone and ticketing system, handling cases within SLO guidelines.
• Manage and update support cases, host shared diagnostic sessions, and document solutions in the knowledge base.
• Publish internal and customer‑facing Knowledge Base articles and review technical documentation.
• Act as a subject‑matter expert, mentoring lower‑level support engineers and collaborating with account managers, SEs, and professional services.

Required profile

• 4+ years of experience in a technical support role.
• Strong problem determination, isolation, and root‑cause analysis skills.
• Excellent written and verbal communication with customers.
• Ability to work with minimal supervision on moderate‑complexity issues.

Required skills

• Proficiency in Linux command‑line environments.
• Advanced use of grep, regular expressions, and log‑scraping techniques.
• Experience debugging email systems and using remote hosting tools for troubleshooting.
• Familiarity with security products such as Palo Alto Networks, Cisco, Symantec, McAfee, or Fortinet is a plus.