AI Operations & Enablement Engineer

Agileengine, Llc.; Buenos Aires; On-site; ARS 900,000 - 1,400,000; Full time

Job summary

Proofpoint in Córdoba, Argentina is seeking a Product Support Engineer to provide expert technical support to customers using Proofpoint’s products and services. You will troubleshoot issues, guide customers, and document solutions for the knowledge base.

You will work closely with Account Managers, SEs, and Professional Services to deliver white‑glove service, resolve complex problems, and improve product quality while operating in a fast‑paced security technology environment.

Qualifications

• 4+ years in a Technical Support role.
• Excellent written and verbal customer-facing communication skills.
• Complete competence working in Linux command line environments.
• Advanced use of grep, regex, log scraping in command line, etc
• Fully experienced with email system debugging
• Fully experienced using remote hosting tools for customer troubleshooting sessions
• Experience with Palo Alto Networks, Cisco, Symantec, McAfee, Fortinet, or other email/network security products a plus
• With little supervision, the ability to debug broad, system environments of moderate complexity involving multiple configurations and protocols

Responsibilities

• Provide advanced software technical support to customers, resellers, and partners of Proofpoint via phone and the ticketing system
• Manage cases in the ticketing system to ensure your cases are handled within SLO guidelines
• Create and send out alerts and other customer communications as necessary
• Publish Knowledge Base articles for internal and customer use
• Seen as the SME to review technical documentation for training materials, manuals, troubleshooting guides, etc.
• Act as an SME for select technical skills, making yourself available to provide guidance and mentoring to lower-level Product Support Engineers in a positive and effective way
• Lead by example technically, professionally, and in dedication

Skills

Linux command line

Email system debugging

Remote troubleshooting

Communication skills

Regex/grep/log scraping

Security products knowledge

Customer-facing

Technical problem solving

Job description

Proofpoint in Córdoba, Argentina is seeking a Product Support Engineer to provide expert technical support to customers using Proofpoint’s products and services. You will troubleshoot issues, guide customers, and document solutions for the knowledge base.

You will work closely with Account Managers, SEs, and Professional Services to deliver white‑glove service, resolve complex problems, and improve product quality while operating in a fast‑paced security technology environment.