AI Product Support Engineer

EPAM Systems Inc; Buenos Aires; Remote; ARS 64,569,000 - 119,913,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Wellness days

Recognition program

Global collaboration

Job summary

Proofpoint is seeking a Product Support Engineer to provide advanced software technical support to enterprise customers using Proofpoint products. The role involves diagnosing and resolving moderate to complex issues, updating cases in the ticketing system, and collaborating with Account Managers, SEs, and Professional Services to ensure top-tier customer experience.

The ideal candidate has 4+ years inTechnical Support, strong Linux command line skills, and experience with email systems and

Qualifications

• 4+ years experience in a Technical Support role.
• Excellent written and verbal customer-facing communication skills.
• Proficient with Linux command line environments.
• Advanced use of grep, regex, log scraping in command line.
• Experience with email system debugging.
• Experience using remote hosting tools for customer troubleshooting sessions.
• Experience with security products (Palo Alto Networks, Cisco, Symantec, McAfee, Fortinet) is a plus.

Responsibilities

• Provide advanced software technical support to customers, resellers, and partners via phone and ticketing system.
• Manage cases in the ticketing system to ensure cases are handled within SLO guidelines.
• Create and send alerts and other customer communications as necessary.
• Publish Knowledge Base articles for internal and customer use.
• Review technical documentation for training materials and troubleshooting guides.
• Mentor lower-level Product Support Engineers and lead by example.

Job description

Proofpoint is seeking a Product Support Engineer to provide advanced software technical support to enterprise customers using Proofpoint products. The role involves diagnosing and resolving moderate to complex issues, updating cases in the ticketing system, and collaborating with Account Managers, SEs, and Professional Services to ensure top-tier customer experience.

The ideal candidate has 4+ years inTechnical Support, strong Linux command line skills, and experience with email systems and