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 and the Team Proofpoint is seeking a Product Support Engineer for our Enterprise level product range. The successful candidate will possess an understanding of email administration and security, DNS, IP networking, and cloud services provision, and will be highly experienced in providing excellent customer service and problem escalation/resolution. This role will be based in Sydney, Australia. Your day-to-day Provide support to system administrators & partners during the hours of 1:30 pm to 10 pm Sydney time (hours may differ depending on customer demand and business need). Provide troubleshooting and technical support of complex technical issues via phone, web-based tools, and email Advise customers regarding the product's proper use and address specific system issues Manage product escalations, act as a liaison between customers and various levels of tiered support   If needed, the candidate will assist customers during installations and configuration What you bring to the team BS in Computer Science 5-7 years or above experience in Cyber Security in a technical support/help desk environment Knowledge of Email systems and Networking experience in a technical support/help desk environment Strong understanding of TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, MySQL & Exchange environment Experience with Linux would be beneficial Strong technical and analytical skills Solid experience in problem analysis and resolution of software problems Proven ability to function in a self-directed environment Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success Innovative thinker who is positive, proactive, and readily embraces change Ability to handle clients professionally during all interfaces Strong written and verbal communication skills #LI-ML1 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 accessibility@proofpoint.com.   How to Apply Interested? Submit your application along with any supporting information- we can’t wait to hear from you!