Staff Product Support Engineer

Staff Product Support Engineer page is loaded## Staff Product Support Engineerlocations: Cork, Irelandtime type: Full timeposted on: Posted Todayjob requisition id: R12856We 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.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.Corporate OverviewProofpoint is a leading cybersecurity company protecting organizations' greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web. We are singularly committed 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.The RoleWe are looking to hire a skilled Product Support Engineer to assist our customers with all technical issues around our products on the Insider Threat Management (ITM) Platform (ITM Sigma/ITM SaaS/ITM On-Prem). This is a customer facing role and as a core function, you will be required to respond to customer tickets and assist customers via phone, email, and chat and resolve technical support issues in this product area. This may include installing software that is related to the product or the Operating System (OS) that the customer is using, diagnosing networking issues, Installation/Upgrades, other related issues. To ensure success as a Technical Support Engineer, you should have in-depth knowledge of IT systems, cloud platforms (AWS/Azure), excellent communication skills, and the ability to work independently and be a team player. A top-class Technical Support Engineer who provides valuable assistance and support while maintaining strong customer relations.Responsibilities:
• Responding to technical support ticket and providing remote support to customers
• Working with customers to find diagnose and resolve technical issues within specific response guidelines.
• Manage product escalations, function as a liaison between customers, and various levels of tiered support.
• Installing/Upgrading software related to this product area.
• Diagnosing and troubleshooting the ticket issues that can be related to software, networking, and hardware.
• Documenting work in the ticketing system (Salesforce experience preferred)
• Shift work may be required (hours may differ depending on customer demand and business need).Requirements for the role:
• Previous work experience as a Technical Support Engineer or Escalation Support Engineer
• Previous work experience with at least one major cloud platform (AWS/Azure)
• Knowledge of hardware and networking systems
• Knowledge of operating systems, web services, Read Xml/Json files, and APIs
• Ability to troubleshoot complex software and hardware issues.
• Excellent communication skills (verbal and writing)
• Fast thinker
• Technical diagnostic skills
• Good people skills
• Experience with at least one from each of the following categories: o Virtualization: AWS/Azure/Hyper V/VMware/Xen/Citrix/TS/VDI o Networking: Firewall Routing/Switching/TCP/IP/IP v4 and v6/DNS/LB/DRo Storage: IOPS/Bandwidth/Raid Levels o OS's: Win10/ 11 /2016/ 2019/ 2022/ , Linux, Mac o WEB: IIS/ Node / JSON/ Rest API/ Services o SQL: 2016/2017/2019, Profiler, SSMS, SQL Queries, HA
• Bachelor's degree in computer science or information technology
• Expert in Mac and Windows 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're a customer-focused and a driven-to-win organization with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly 'culture-add', and we strongly encourage people from all walks of life to apply. We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint #LifeAtProofpoint
• Competitive compensation
• Comprehensive benefits
• Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
• Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.].
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunitiesOur 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 We can't wait to hear from youFind 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.
#J-18808-Ljbffr

---