Staff Product Support Engineer
Core
Provide technical support for Proofpoint AI Security solutions to enterprise customers via phone, email, and chat, resolving issues related to software, networking, and hardware.
Role type
Staff Product Support Engineer
Builds
Customer support resolution for AI security products
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Network security, Endpoint security, Linux security tools, Cloud environments, Identity providers, x509 certificates, KMS, Mac/Windows troubleshooting, Software installation and upgrades, Technical diagnostic skills
Preferred skills
AI, MCP, API Gateways, Salesforce
Technologies
Linux, Windows, Mac, Salesforce, KMS
Responsibilities
Respond to technical support tickets and provide remote support, Diagnose and resolve technical issues within response guidelines, Manage product escalations and act as liaison between customers and engineering, Install and upgrade product-related software, Troubleshoot complex software, networking, and hardware issues, Document work in the ticketing system
Seniority
Staff, hands-on IC
