Product Support Engineer

Job Summary

Providing technical support for customers using Proofpoint AI Security solutions, the full-time Staff Product Support Engineer will respond to customer tickets, assist via phone, email, and chat, and resolve technical issues related to software, networking, and hardware.

Key responsibilities:

• Responding to technical support tickets and providing remote assistance to customers
• Diagnosing and resolving technical issues within specific response guidelines
• Managing product escalations and acting as a liaison between customers and product engineering teams

Required 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, and Linux security tools
• Experience with AI, MCP, and API Gateways is a plus
• Proficiency in troubleshooting complex software and hardware issues