It's fun to work in a company where people truly BELIEVE in what they're doing! _We're committed to bringing passion and customer focus to the business._ **Corporate Overview** Proofpoint 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 devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity. Protection Starts with People. Proofpoint. **Job Description** Proofpoint is seeking a highly motivated and technically skilled customer oriented Senior Technical Support Engineer to join our Support organization. You will be a part of a dedicated support team providing technical assistance and support to our customers. Your primary responsibility will be to troubleshoot and resolve product related issues, ensuring customer satisfaction and maintaining high quality service standards. **Responsibilities** + Provide technical support to customers via phone, email and other communication channels. + Troubleshooting and resolving customer issues include working in complex infrastructure configurations, problem analysis and identification, training customers on product features, escalating product issues and managing them towards resolution. + Collaborate with cross-functional teams, including Engineering and Product Management, to address customer concerns and provide feedback for product improvement. + Document and track customer interactions, issues and resolutions in the support ticketing system. + Ensure that the customer relationship is managed through proactive customer communication and provide rapid response when needed. + Assist in the creation and maintenance of knowledge base articles and support documentation. + Stay up to date with product enhancements, new features and industry trends to effectively support customers. **Requirements** + Strong technical aptitude and problem-solving skills + Messaging infrastructure experience, ideally for email and/or Mobile provider to Carrier Grade Level + Linux, SMTP, TCP/IP networking, anti-abuse (anti-spam and anti-virus) experience + Service Provider, Mobile Operator or Enterprise support experience + Experience working in an on-call team covering hours outside of local standard business hours ​ **Additional Skills That Could Set You Apart** + CASB (Cloud Access Security Broker) and "Cloud DLP (Data Loss Prevention), ATO (Account Takeover), TSD (TAP SaaS Defence) and EDLP (Email Data Loss Prevention)” experience + Web Security Proxy and AAC (Adaptive Access Control) experience + Scripting (Perl, python, shell) experience + Data analysis such as Splunk experience 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 \#LI-ML1 _If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!_ Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams. To view additional awards, please visit www.proofpoint.com/us/news#awards Proofpoint thrives on the invaluable contributions of our diverse workforce, which encompasses a kaleidoscope of lived experiences, thoughts, perspectives, and professional expertise. We attribute much of our success to our people, who are at the core of our organization and embody our people-centric ethos. We hire the most innovative minds globally to safeguard our customers’ sensitive data and intellectual property. Our talented workforce develops and leverages our advanced technology, combining their expertise to provide comprehensive protection against threat actors and mitigate the risks posed by both malicious and negligent employees. Cyberattacks have the potential to disrupt access to vital resources such as energy, water, transportation, healthcare, and financial services. At Proofpoint, our dedicated team works tirelessly to ensure world-class cyber resilience, protecting approximately 8,000 enterprise customers worldwide. We are committed to creating a diverse, equitable, and inclusive environment. We work every day to ensure that our employees feel that they are in a community that celebrates their unique identity, cultivates their sense of belonging, and invests in their professional growth. We have 9 employee-led employee inclusion groups which help support both employees and our organization by providing opportunities to network, discuss career and cultural development and uplift the corporate culture to create a more inclusive workplace. At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to: + Build and enhance our proven security platform + Blend innovation and speed in a constantly evolving cloud architecture + Analyze new threats and offer deep insight through data-driven intel + Collaborate with customers to help solve their toughest security challenges   We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner. Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.