Field Dd-Lwd Specialist — Travel & On‐Site Support

Manatal-264; Buenos Aires; Remote; ARS 121,164,000 - 166,601,000; Full time

Job summary

Proofpoint is hiring a highly technical Tier 2 / Tier 3 Technical Support Engineer for its AI vision platform, operating fully remotely with LATAM-based candidates. You will troubleshoot Kubernetes-based deployments, infrastructure, hardware, and networking issues, reproduce customer environments, and handle support tickets while collaborating with Engineering, Sales and Customer Success teams.

The onboarding includes learning the platform, internal processes, and certification related to the AI

Qualifications

• 2+ years of technical support experience, preferably in Tier 2/3 support.
• Hands-on Kubernetes experience in production environments.
• At least one Kubernetes or cloud certification (CKA/CKAD/CKS, AWS, Azure, or equivalent).
• Strong troubleshooting across software, infrastructure, networking and distributed environments.

Responsibilities

• Provide Tier 2 / Tier 3 technical support to enterprise customers.
• Troubleshoot Kubernetes-based deployments, software, infrastructure, hardware, networking, and configuration issues.
• Reproduce customer environments and run tests to diagnose problems.
• Work directly with customers during technical discussions and troubleshooting sessions.
• Manage and resolve technical support tickets.
• Collaborate with Engineering, Sales, and Customer Success teams.
• Escalate complex issues and product bugs to Engineering and help drive resolution.
• Clearly communicate technical findings, workarounds, and resolutions to customers.

Skills

Kubernetes expertise

Troubleshooting

Customer communication

English proficiency

Customer support

Education

Kubernetes certifications (CKA/CKAD/CKS)

Tools

AWS

Azure

Linux

Containers

Job description

The project is an AI vision platform running on Kubernetes and used for enterprise video analytics. We are looking for a highly technical Tier 2 / Tier 3 Technical Support Engineer to help customers troubleshoot and resolve complex platform, infrastructure, and deployment issues.

Location & Schedule

LATAM-based candidates only.

Fully remote.

Must be available to work U.S. East Coast business hours.

Onboarding

During the first month, the engineer will focus on learning the platform and internal support processes, working closely with senior engineers before independently handling customer issues. The onboarding also includes internal training and certification related to the AI vision platform.

Responsibilities

Provide Tier 2 / Tier 3 technical support to enterprise customers.

Troubleshoot Kubernetes-based deployments, software, infrastructure, hardware, networking, and configuration issues.

Reproduce customer environments and run tests to diagnose technical problems.

Work directly with customers during technical discussions and troubleshooting sessions.

Manage and resolve technical support tickets.

Collaborate with Engineering, Sales, and Customer Success teams.

Escalate complex issues and product bugs to Engineering and help drive them to resolution.

Clearly communicate technical findings, workarounds, and resolutions to customers.

About the Project

The project is an AI vision platform running on Kubernetes and used for enterprise video analytics. We are looking for a highly technical Tier 2 / Tier 3 Technical Support Engineer to help customers troubleshoot and resolve complex platform, infrastructure, and deployment issues.

Location & Schedule

LATAM-based candidates only.

Fully remote.

Must be available to work U.S. East Coast business hours.

Onboarding

During the first month, the engineer will focus on learning the platform and internal support processes, working closely with senior engineers before independently handling customer issues. The onboarding also includes internal training and certification related to the AI vision platform.

Responsibilities

Provide Tier 2 / Tier 3 technical support to enterprise customers.

Troubleshoot Kubernetes-based deployments, software, infrastructure, hardware, networking, and configuration issues.

Reproduce customer environments and run tests to diagnose technical problems.

Work directly with customers during technical discussions and troubleshooting sessions.

Manage and resolve technical support tickets.

Collaborate with Engineering, Sales, and Customer Success teams.

Escalate complex issues and product bugs to Engineering and help drive them to resolution.

Clearly communicate technical findings, workarounds, and resolutions to customers.

Requirements:

• 2+ years of technical support experience, preferably in Tier 2 / Tier 3 support.
• Strong hands-on Kubernetes experience in production environments.
• At least one relevant Kubernetes or cloud certification, such as CKA, CKAD, CKS, AWS, Azure, or equivalent.
• Strong troubleshooting skills across software, infrastructure, networking, and distributed environments.
• Experience working directly with customers in a technical capacity.
• Strong written and verbal English communication skills.
• Ability to independently investigate complex technical issues and collaborate with engineering teams.

Nice to Have

Experience with AWS, Azure, or other cloud platforms.

Linux troubleshooting experience.

Experience with containers, networking, monitoring, and logging.

Experience supporting enterprise software products.

Exposure to AI, computer vision, video analytics, or similar technologies.

Cordoba, Argentina
Full time
R14535
**About Us:**
Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.
**How We Work:**
At Proofpoint you'll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:
**Bold** in how we dream and innovate
**Responsive** to feedback, challenges and opportunities
**Accountable** for results and best in class outcomes
**Visionary** in future focused problem-solving
**Exceptional** in execution and impact
**The Role and the Team**
Proofpoint is seeking an experienced Manager, Product Support with strong interpersonal skills who can instill and grow Proofpoint's positive culture in the team, will be responsible for delivering a high level of customer service to large enterprise customers, and facilitate an efficient, collaborative, and enjoyable working environment. This position will manage a team of Information Security Product Support Engineers which includes but is not limited to; managing procedures related to the identification, prioritization and resolution of customer requests, ticket monitoring, tracking, coordination of Support resources and the ability to communicate information at all levels (customer, engineering, and executive). Strong communication skills are essential.
**Your day-to-day**
+ Work collaboratively with cross-functional teams to ensure an exceptional customer experience
+ Hire, on-board, coach and develop the best product support engineers in the industry
+ Drive customer escalations to resolution by leading and engaging with customers directly.
+ Manage the overall health of the case queue and phone coverage
+ Ability to identify and manage support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven.
**What you bring to the team**
+ BS Degree in a technical curriculum or equivalent.
+ 4 + years' experience successfully leading a product support team
+ Proven track record of managing top talent and fostering their growth
+ A record of creating a team environment with high employee retention, strong job satisfaction, and successful career growth
+ Ability to self-direct, multi-task and prioritize job requirements
+ Strong knowledge of customer relationship management
+ Excellent verbal, written and interpersonal communication skills.
+ Knowledge of security platforms, email protection, cloud services, software as a service (SaaS)
+ Candidates should be flexible working evening and weekend shifts
**Why Proofpoint**
Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We're a customer-focused and a driven-to-win organization with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly 'culture-add', and we strongly encourage people from all walks of life to apply.
**Why Proofpoint?**
At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you'll love working with us:
+ Competitive compensation
+ Comprehensive benefits
+ Career success on your terms
+ Flexible work environment
+ Annual wellness and community outreach days
+ Always on recognition for your contributions
+ Global collaboration and networking opportunities
**Our Culture:**
Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.
We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to .
**How to Apply**
Interested? Submit your application along with any supporting information- we can't wait to hear from you!
Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, ...