Field Reliability Lead — Advanced Tech Support

Cosapi; Buenos Aires; Sur place; ARS 107 614 000 - 184 482 000; Plein temps

Résumé du poste

Proofpoint in Córdoba, Argentina is seeking a Product Support Engineer to provide advanced technical support to customers using Proofpoint's security products. You will diagnose issues, respond to incidents, and help keep customers' environments secure.

The role requires 4+ years in technical support, strong Linux command line skills, and experience with security networks. You will collaborate with account managers, SEs, and professional services to deliver white-glove service.

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 security products from Palo Alto, Cisco, Symantec, McAfee, Fortinet is a plus
• With little supervision, the ability to debug broad, system environments of moderate complexity involving multiple configurations and protocols

Responsabilités

• Provide advanced software technical support to customers, resellers, and partners 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

Connaissances

Tech support 4+ yrs

Linux CLI

Log analysis

Email debugging

Remote sessions

Palo Alto

Cisco

Communication skills

Independent troubleshooting

Outils

Palo Alto Networks

Cisco

Symantec

McAfee

Fortinet

Description du poste

Proofpoint in Córdoba, Argentina is seeking a Product Support Engineer to provide advanced technical support to customers using Proofpoint's security products. You will diagnose issues, respond to incidents, and help keep customers' environments secure.

The role requires 4+ years in technical support, strong Linux command line skills, and experience with security networks. You will collaborate with account managers, SEs, and professional services to deliver white-glove service.