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# Staff Product Support Engineer

- **Company:** Proofpoint
- **Location:** Dallas, TX, United States
- **Experience:** Expert
- **Salary:** $136,200.0 - $214,005.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Issue Tracking Systems, Network Security, Linux Security Modules, X.509, Salesforce.Com, Software Deployment, Computer Networking Systems, Cloud Platform System, Information Technology, Api Gateway
- **Published:** July 4, 2026
- **Apply:** https://www.juju.com/job/00000000gdmekf

## About the Role

To ensure success as a product support engineer, you should have in-depth knowledge of IT systems, network security, excellent communication skills, and the ability to work independently and be a team player., + 10+ years work experience as a Technical Support Engineer

 + 10+ years work experience with network security or endpoint security

 + Knowledge of networking systems, identity providers, x509 certificates, Linux security tools, KMS, cloud environments

 + Knowledge of AI, MCP and API Gateways is a plus

 + Ability to troubleshoot complex software and hardware issues.

 + Excellent communication skills (verbal and writing)

 + Fast thinker

 + Technical diagnostic skills

 + Good people skills

 + Expert in Mac and Windows

## Description

We are looking to hire an experienced Product Support Engineer to provide technical support for customers who use our Proofpoint AI Security solutions. 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., + 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 product engineering.

 + 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)


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