Staff 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 while managing product escalations
- Documenting work in the ticketing system and installing/upgrading relevant software
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
- Expertise in Mac and Windows operating systems
COMPLETE JOB DESCRIPTION
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