Product Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud environment
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role  

Proofpoint is seeking a Product Support Engineer for our Tessian Products. Proofpoint has recently acquired Tessian an AI-based Cloud Email Security Company and they are looking to grow their team.

 

This acquisition is very exciting for both Proofpoint and Tessian, as combining Proofpoint's industry-leading threat and data loss protection technology and intelligence with Tessan's AI-powered behavioral and dynamic detection will give organizations the most comprehensive defense available!

  

Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem resolutions in a fast-paced environment.

 

In a truly cross-functional role, you’ll work very closely with the Product, Engineering and Commercial teams across the globe to develop, create and deliver best-in-class customer experiences at all stages of the customer journey.

 

The role is ideal for those who are passionate about engaging with customers and possess an understanding of email administration and security however we will consider broader experience gained in a customer-facing, technical environment.

Your day-to-day 

• Provide Tier 2 support to administrators & enterprise-level partners via phone, web-based tools, and email.
• Conduct thorough analysis of customer environments to identify root causes of issues and provide effective solutions, escalating complex cases to senior engineers when necessary. 
• You will take charge of the proactive investigation and steps to avoid issues before they emerge.
• Document and track customer interactions, issues, and resolutions in the support ticketing system. 
• Manage product escalations, act as a liaison between customers, and collaborate with cross-functional teams, including Engineering and Product Management, to address customer concerns and provide feedback for product improvement. 
• Assist in the creation and maintenance of knowledge base articles and support documentation. 
• Stay updated with product enhancements, new features, and industry trends to effectively support customers.
• If needed, work as part of our wider team assisting customers during installations and configuration.

What you bring to the team 

• Excellent communication and interpersonal skills to effectively interact with customers and internal teams.
• Experience in a technical support role, ideally supporting in a B2B SaaS technology company.
• Ability to handle customers professionally across all interfaces verbal and written.
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
• Proven ability to function in a self-directed environment and to cooperate with team members.
• Innovative thinker who is positive, proactive, and readily embraces new challenges.

Nice to have

• Bachelor’s degree in Computer Science, Information Technology, or a related field. 
• Ability to quickly develop as subject matter expert in areas of Proofpoint technologies.

• Why Proofpoint 

  Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

  We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable pay and/or equity. We offer a competitive benefits package that includes flexible time off, a robust well-being program that provides for 4 global wellbeing days per year, and a 3-week work from anywhere option.

Base Pay Ranges:

SF Bay Area, New York City Metro Area:

Base Pay Range: 93,730.00 - 147,290.00 USD

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:

Base Pay Range: 74,550.00 - 117,150.00 USD

All other cities and states excluding those listed above:

Base Pay Range: 66,640.00 - 104,720.00 USD