Contract Product Support Engineer

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 Contract Associate Product Support Engineer for our Enterprise Email Archiving Software. The successful candidate will possess an understanding of email administration and security, Active Directory (AD), IP networking, cloud services and will be highly experienced in providing excellent customer service and problem escalation/resolution. Individuals successful in this role may have also worked as: Technical Service/Support Representative Technical Support Engineer Customer Service Representative Help Desk Agent This role requires in-office presence 4 days a week Your day-to-day Provide enterprise level technical support to customers, re-sellers, and Proofpoint Partners via phone and the ticketing system (Salesforce experience preferred) Manage cases in the ticketing system to ensure your cases are handled within SLA guidelines 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. What you bring to the team Strong ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols Ability to communicate effectively and in a constructive manner with customers, coworkers, management and executives 2 or more years of Product support or Technical support experience Experience with problem analysis and resolution of software problems Understanding of Microsoft Exchange and SMTP messaging architecture Hands-on experience trouble-shooting Microsoft Windows, Active Directory, and Internet Information Server (IIS) Experience hosting Zoom, WebEx or other remote hosting tools for customer troubleshooting sessions Nice to have: AWS knowledge, MCP, MCSA, MCSE, CCNA, CCNP, experience with Power shell and scripting Passion for customer service, customer experience and customer support Great attitude towards work and learning more every day. Must be able to legally work in Canada Why Proofpoint As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture! 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!