AI Developer – Customer Services and Support

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 About The Role We're looking for an AI Specialist / Developer to transform how we deliver customer support using AI. This role focuses on building and scaling AI-powered solutions that improve support efficiency, reduce response times, and enhance customer experience. You'll work closely with Customer Support, Operations, and Engineering teams to identify high-impact opportunities and implement practical AI solutions—from intelligent chatbots to agent copilots and workflow automation. What You'll Do Design and implement AI-powered customer support solutions (chatbots, virtual agents, agent assist tools) Build and maintain systems for automating ticket triage, classification, routing, and response generation Develop retrieval-augmented generation (RAG) systems using internal knowledge bases and documentation Integrate AI into support platforms (e.g., Salesforce Service Cloud, etc.) Analyze workflow data (tickets, chats, call transcripts) to identify automation opportunities and insights Optimize AI systems for accuracy, latency, cost, and customer satisfaction Establish evaluation frameworks (e.g., response quality, resolution rate, deflection rate) Collaborate with services and support teams to continuously refine workflows and ensure practical usability Implement guardrails and monitoring to ensure safe, reliable, and compliant AI behavior Required Qualifications 3+ years of software development experience (Python, JavaScript/TypeScript, or similar) Hands-on experience with AI/ML systems, especially LLMs and API-based integrations Experience building backend services and integrating with third-party platforms/APIs Familiarity with customer support systems (Zendesk, Salesforce, Freshdesk, Intercom, etc.) Strong understanding of data handling, APIs, and system design Ability to translate support and operations challenges into technical solutions Preferred Qualifications Experience building conversational AI or chatbot systems in production Knowledge of RAG architectures, embeddings, and vector databases Experience with speech-to-text or call center AI (optional but valuable) Familiarity with prompt engineering and evaluation techniques for customer-facing AI Experience working with support analytics and KPIs (CSAT, first response time, resolution time) Background in automation tools or workflow orchestration What Success Looks Like Increased ticket deflection through effective self-service and automation Reduced average handle time and faster response/resolution rates High-quality, accurate AI-generated responses that improve CSAT Strong adoption of AI tools by support agents Measurable improvements in support efficiency and scalability Why Join Us Direct impact on customer experience at scale Opportunity to modernize support operations with AI High ownership across both technical and operational outcomes Fast-paced environment with room to experiment and deliver real results 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 compensationComprehensive benefitsCareer success on your termsFlexible work environmentAnnual wellness and community outreach daysAlways on recognition for your contributionsGlobal 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! Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based