CX Platform Expert: Advanced Technical Support

Siena Ai; Buenos Aires; On-site; ARS 1,200,000 - 1,800,000; Full time

Job summary

Proofpoint Cordoba-based team is seeking a Product Support Engineer to deliver advanced technical support for Proofpoint products and services. You will troubleshoot issues, host sessions with customers, and document solutions in the knowledge base.

This role focuses on reducing incident severity and ensuring customer satisfaction in a fast-paced cloud environment. Ideal candidates have 4+ years in technical support, strong Linux command line skills, and experience with email/security products.

Qualifications

• 4+ years experience 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.

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 CLI

grep

regex

log scraping

email debugging

remote hosting tools

customer-facing comms

Tools

Palo Alto Networks

Cisco

Symantec

McAfee

Fortinet

Job description

Proofpoint Cordoba-based team is seeking a Product Support Engineer to deliver advanced technical support for Proofpoint products and services. You will troubleshoot issues, host sessions with customers, and document solutions in the knowledge base.

This role focuses on reducing incident severity and ensuring customer satisfaction in a fast-paced cloud environment. Ideal candidates have 4+ years in technical support, strong Linux command line skills, and experience with email/security products.