Product Support Engineer

About Us: Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people. How We Work: At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: Bold in how we dream and innovate Responsive to feedback, challenges and opportunities Accountable for results and best in class outcomes Visionary in future focused problem-solving Exceptional in execution and impact The Role Proofpoint is seeking a Product Support Engineer for our Enterprise Email Archiving Software. The successful candidate should have strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex software technical issues. You will interact directly with our large enterprise customers to provide software technical support in a professional manner. The daily work includes regular updating of technical support cases to record progress of open issues in our call tracking system and hosting online sessions with customers to diagnose reported problems. Individuals successful in this role may have also worked as: Technical Service/Support Representative Technical Support Engineer Customer Service Representative Help Desk Agent This role requires in-office presence 4 days a week. Your day-to-day Provide enterprise level technical support to customers, re-sellers, and Proofpoint Partners via phone and the ticketing system (Salesforce experience preferred) Manage cases in the ticketing system to ensure your cases are handled within SLA guidelines Advise customers regarding the product's proper use and address specific systems/configuration issues Manage product escalations, act as a liaison between customers, and various levels of tiered support Work closely with infrastructure, operations, and engineering teams, including efforts to re-create issues in the test environment. Shift work may be required (hours may differ depending on customer demand and business need) Occasional weekend and holiday support may be required. What you bring to the team 3+ years of Product Support, Technical Support, or related customer-facing technical experience. Strong ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations, integrations, and protocols. Hands-on experience troubleshooting Microsoft Windows Server, Active Directory, and Internet Information Services (IIS). Understanding of Microsoft Exchange and SMTP messaging architecture. Excellent verbal and written communication skills with the ability to effectively interact with customers, peers, management, and executive stakeholders. Experience conducting customer troubleshooting sessions using Zoom, WebEx, Microsoft Teams, or similar remote collaboration tools. Passion for customer service, customer experience, and customer support. Must be legally authorized to work in Canada. What sets you apart Experience with AWS services, including S3, EC2, IAM, and CloudWatch. Experience with Grafana and other monitoring, observability, and log analysis tools. Experience with PowerShell scripting and automation. Industry certifications such as AWS Certified Solutions Architect Associate, MCP, MCSA, MCSE, CCNA, or CCNP. Why Proofpoint? At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us: Competitive compensation Comprehensive benefits Career success on your terms Flexible work environment Annual wellness and community outreach days Always on recognition for your contributions Global collaboration and networking opportunities Our Culture: Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone. We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to [apply contact hidden]. How to Apply Interested? Submit your application along with any supporting information- we can’t wait to hear from you! Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams. We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people. Our BRAVE Values: At Proofpoint, we are BRAVE in everything we do, and our values aren’t just words—they shape how we work, collaborate, and grow. We seek people who are bold enough to challenge the status quo, responsive in the face of ever-evolving threats, and accountable for delivering real impact. We value those with a visionary mindset who anticipate what’s next and push cybersecurity forward, and we celebrate exceptional execution that ensures we continue to defend data and protect people. Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. Find your network, your allies, and your biggest fans. We know that work is simply better when you’re surrounded by people who inspire you—who share ideas, cheer you on, and genuinely want to see you succeed. That’s why we offer social circles, sponsored networks, and connection points across teams and time zones—to help you find your people, build your community, and thrive together. This isn’t just a job—it’s a mission to protect people and defend data in a world that never slows down. We’re building the future of human-centric cybersecurity, and that future belongs to all of us. We take ownership, move fast, and hold ourselves accountable—because that’s what it takes to stay ahead. And we do it together, winning as one. Be empowered to reach your full potential through meaningful challenges and personalized support—designed around you and your goals. Whether you're growing as a leader or leveling up from great to exceptional as an individual contributor, we’re here to help you get there.