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.

At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: Proofpoint is seeking a Product Support Engineer for our Enterprise Email Archiving Software. The successful candidate should have strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex software technical issues. You will interact directly with our large enterprise customers to provide software technical support in a professional manner.

The daily work includes regular updating of technical support cases to record progress of open issues in our call tracking system and hosting online sessions with customers to diagnose reported problems.

Technical

Service/Support Representative Technical Support Engineer Customer Service Representative Help Desk Agent This role requires in-office presence 4 days a week.

Provide enterprise level technical support to customers, re-sellers, and Proofpoint Partners via phone and the ticketing system (Salesforce experience preferred)





Advise customers regarding the product's proper use and address specific systems/configuration issues

Manage product escalations, act as a liaison between customers, and various levels of tiered support

Work closely with infrastructure, operations, and engineering teams, including efforts to re-create issues in the test environment.

Shift work may be required (hours may differ depending on customer demand and business need)

Occasional weekend and holiday support may be required.

3+ years of Product Support, Technical Support, or related customer-facing technical experience.

Strong ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations, integrations, and protocols.

Hands-on experience troubleshooting Microsoft Windows Server, Active Directory, and Internet Information Services (IIS).

Understanding of Microsoft Exchange and SMTP messaging architecture.

Excellent verbal and written communication skills with the ability to effectively interact with customers, peers, management, and executive stakeholders.

Experience conducting customer troubleshooting sessions using Zoom, WebEx, Microsoft Teams,



or similar remote collaboration tools.

Passion for customer service, customer experience, and customer support.

Experience with AWS services, including S3, EC2, IAM, and CloudWatch.

Experience with Grafana and other monitoring, observability, and log analysis tools.

Industry certifications such as AWS Certified Solutions Architect Associate, MCP, MCSA, MCSE, CCNA, or CCNP.

Flexible work environment

Annual wellness and community outreach days

Global collaboration and networking opportunities

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.

Proofpoint is an equal prospect employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

That's why we offer social circles, sponsored networks, and connection points across teams and time zones—to help you find your people, build your community, and thrive together.

This isn't just a job—it’s a mission to protect people and defend data in a world that never slows down. We're building the future of human-centric cybersecurity, and that future belongs to all of us. Be empowered to reach your full potential through meaningful challenges and personalized support—designed around you and your goals. Whether you're growing as a leader or leveling up from great to exceptional as an individual contributor, we're here to help you get there. #

📌 Product Support Engineer - CRM (Toronto)
🏢 Proofpoint
📍 Toronto