AI-Driven Product Support Engineer

BairesDev; Buenos Aires; Remote; ARS 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Job summary

Proofpoint is seeking a Product Support Engineer to deliver advanced software technical support to customers, resellers, and partners. You will manage cases, host sessions for diagnosis, and document solutions in the knowledge base.

The role requires strong problem determination and root-cause analysis, with collaboration across Account Managers, SEs, and Professional Services. The position emphasizes working in Linux environments, utilizing grep and log scraping, and remote hosting tools to

Qualifications

• 4+ years experience in a technical support role.
• Excellent written and verbal customer-facing communication skills.
• Proficient with Linux command line environments.
• Experience with email systems and remote troubleshooting.

Responsibilities

• Provide advanced software technical support to customers, resellers, and partners via phone and ticketing system.
• Manage cases to ensure adherence to SLO guidelines.
• Create and send alerts and customer communications as needed.
• Publish Knowledge Base articles for internal and customer use.
• Review technical documentation and mentor junior engineers.
• Lead by example in technical and professional excellence.

Skills

Problem determination

Root cause analysis

Linux CLI

Customer communication

Technical support

Tools

grep

log scraping

remote troubleshooting

Job description

Proofpoint is seeking a Product Support Engineer to deliver advanced software technical support to customers, resellers, and partners. You will manage cases, host sessions for diagnosis, and document solutions in the knowledge base.

The role requires strong problem determination and root-cause analysis, with collaboration across Account Managers, SEs, and Professional Services. The position emphasizes working in Linux environments, utilizing grep and log scraping, and remote hosting tools to