Product Support Engineer (Insider Threat Management)

Skip to main contentProofpoint uses cookies on this site to improve performance, for analytics and for personalization. Please see our Cookie Policy for details and information on how to adjust your cookies settings.  As a candidate for employment at Proofpoint, your personal data can be processed as described in our Privacy Policy.DeclineAccept CookiesSign InProduct Support Engineer (Insider Threat Management) page is loadedProduct Support Engineer (Insider Threat Management)ApplylocationsCork, Irelandtime typeFull timeposted onPosted Todayjob requisition idR14502About 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 innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impactThe 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. 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 Software or application issues related to the product or the Operating System (OS) that the customer is using, diagnosing issues, Installation/Upgrades, and other related issues. You will be required to collaborate with Engineering, Product Management, and Escalation teams to ensure customer success. A top-class Technical Support Engineer who provides valuable assistance and support while maintaining strong customer relations.Responsibilities:Responding to technical support tickets and providing remote support to customersWorking with customers to diagnose and resolve 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)Act as Subject Matter Expert in required technology areaDocument technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.Ability to think “out-of-the-box” and develop creative solutions to address clients’ requirementsRequirements for the role: 3+ years of experience in Technical Support, Product Support, Customer Engineering, or a similar customer-facing technical role.Strong ability to read and analyze XML and JSON data, interpret API requests and responses, and troubleshoot issues involving REST APIs.Experience analyzing applications, browser developer tools, endpoint telemetry, system logs, and regular expressions (regex) to diagnose and resolve complex technical issues.Strong hands-on experience supporting and troubleshooting macOS environments is required.Experience deploying and managing macOS devices using MDM solutions such as Microsoft Intune or Jamf Pro.Solid understanding of operating systems, web services, and networking fundamentals.Knowledge of hardware platforms and networking technologies.Demonstrated ability to troubleshoot complex software,...