Bilingual Customer Advocate (EN/ES) — Flexible Work Environment

Toloka Ai; Buenos Aires; Remote; ARS 1,200,000 - 1,800,000; Full time

Job summary

Proofpoint in Córdoba, Argentina is seeking an experienced Product Support Engineer to provide advanced technical support for Proofpoint's products and services. You will troubleshoot issues, log cases, and collaborate with the engineering team to improve product quality and customer satisfaction.

Day-to-day work includes hosting sessions with customers, performing remote troubleshooting, updating the knowledge base, and mentoring junior engineers.

Qualifications

• 4+ years in a technical support role.
• Strong Linux command line proficiency.
• Experience with email/security products is a plus.
• Ability to debug broad, complex systems with multiple configurations.
• Excellent written and verbal communication.

Responsibilities

• Provide advanced software technical support to customers, resellers, and partners via phone and the ticketing system
• Manage cases in the ticketing system to ensure 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, mentoring lower-level Product Support Engineers

Skills

Technical support experience

Linux command line

Troubleshooting

Email system debugging

Network security knowledge

Tools

grep

Regex

Log scraping

Remote hosting tools

Job description

Proofpoint in Córdoba, Argentina is seeking an experienced Product Support Engineer to provide advanced technical support for Proofpoint's products and services. You will troubleshoot issues, log cases, and collaborate with the engineering team to improve product quality and customer satisfaction.

Day-to-day work includes hosting sessions with customers, performing remote troubleshooting, updating the knowledge base, and mentoring junior engineers.