Product Support Engineer (1pm - 10pm)

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 level products. Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem escalations/resolutions in a fast-paced environment. The role is ideal for those who are passionate about engaging with customers and possess an understanding of email administration and security, however we will consider broader experience gained in a customer-facing, technical environment. This is a hybrid role with office based in Belfast, UK Proofpoint offers a highly competitive salary and benefits package reflecting the 1pm to 10pm shift (with a competitive shift allowance, in addition to your base salary) and including other perks like company-wide wellbeing initiatives. Product training is provided on our market-leading cybersecurity solutions. Flexible interview appointments are available after 5pm with our interview team. We also offer a Hybrid working environment which is 4 days in the office onsite in Belfast and 1 day from home. Your day-to-day Provide support to administrators & enterprise-level partners during the hours of 1pm to 10pm from Monday to Friday (hours may differ depending on customer demand and business need) Provide troubleshooting and technical support of complex technical issues constantly communicating with customers via phone, web-based tools and email Manage product escalations, act as a liaison between customers, and various levels of tiered support Advise customers regarding the product's proper use and address specific systems issues Assist customers with consultative queries on product configuration and features Provide guidance and mentorship to Associate level team members Contribute to knowledgebase and support documentation Qualifications Experience in a technical support/helpdesk environment from a previous role Experience in problem analysis and resolution of software problems Ability to quickly develop as subject matter expert in areas of Proofpoint technologies Ability to interact with customers professionally across all interfaces Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success Proven ability to function in a self-directed environment and to collaborate with team members Nice to have Experience with Email Systems, Networking and/or DNS Experience with Linux is beneficial Innovative thinker who is positive, proactive, and readily embraces change 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!