Product Support Engineer - DSPM

Full job description
About Us:
We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. 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
We are seeking an experienced Technical Support Engineer to provide world-class support for our Data Security Posture Management (DSPM) platform. The ideal candidate will have a deep technical understanding of cloud environments, databases, and data security practices, coupled with excellent troubleshooting skills and a customer-centric mindset.
Responsibilities:
Act as the primary technical support contact for customers, troubleshooting and resolving complex DSPM-related issues.
Triage technical problems, escalating to Engineering when necessary, and ensure timely delivery of solutions to customers.
Support customer environments across AWS, Azure, and GCP, addressing challenges with configuration, authentication, encryption, and security best practices.
Provide hands-on guidance for database integrations (e.g., SQL, NoSQL, MongoDB) and ensure proper security mechanisms are in place.
Championing customer success by identifying recurring issues and proposing long-term solutions.
Manage product escalations, function as a liaison between customers, and various levels of support, engineering and product teams.
Maintain knowledge base of technical documentation, FAQs, and step-by-step guides for internal and customer use.
Documenting work in the ticketing system (Salesforce experience preferred).
Shift work may be required (hours may differ depending on customer demand and business need).
Requirements for the role:
5+ years of technical support experience in a cloud or data security role.
Proven track record of resolving complex technical issues in enterprise environments.
In-depth knowledge of AWS, Azure, and GCP security configurations and deployment practices.
Proficiency in authentication protocols (e.g., OAuth, SAML, LDAP) and encryption technologies.
Familiarity with general security frameworks and best practices (e.g., NIST, ISO 27001).
Exceptional problem-solving and analytical skills.
Excellent communication skills, with the ability to simplify complex concepts for customers.
Experience with ticketing systems and workflow management tools.
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
Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.].
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 here
https://www.proofpoint.com/us/company/careers
. We can’t wait to hear from you!