Field Reliability & Technical Support Lead

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

• Ofertas de Field Reliability Technical Support...

Cordoba, Argentina
Full time
R14755

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.

• Build and enhance our proven security platform


• Blend innovation and speed in a constantly evolving cloud environment


• Analyze new threats and offer deep insight through data-driven intel


• Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That's why we're a leader in next-generation cybersecurity-and why more than half of the Fortune 100 trust us as a security partner.

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

Corporate Overview

In today's cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

About the Product Support Team

At Proofpoint, a product support engineer is responsible for providing technical support to customers who use Proofpoint's products and services. This may include troubleshooting issues, identifying, and resolving technical problems and working with other members of the engineering team to improve the overall quality of the product. They may also be responsible for conducting product training sessions for customers and other team members, and for providing feedback to the product development team based on customer needs and feedback. Ultimately, a product support engineer at Proofpoint plays a critical role in ensuring that customers can use Proofpoint's products and services effectively and efficiently.

LifeAtProofpoint as a Product Support Engineer

An experienced professional with strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve technical issues of moderate complexity in Proofpoint's products. You will interact directly with our enterprise customers to deliver "white glove service" on each and every interaction. The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems and documenting technical solutions and product information in the knowledge base. This is an advanced support group, owning and resolving some moderate to complex issues from start to finish. The work is frequently performed in Linux command line environments so appropriate skills are required. You will work as a team with our Account Managers, SEs, Customer Success Managers, and Professional Services to provide a positive customer interaction with Proofpoint. Receives little instruction on day to day work.

Responsibilities Include

• 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

Requirements

• 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


• With little supervision, the ability to debug broad, system environments of moderate complexity involving multiple configurations and protocols

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 driven-to-win organization with leading-edge products-and many exciting reasons to join our team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

Why Proofpoint?

• 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 .

Find your network, your allies, and your biggest fans. We know that work is simply better when you're surrounded by people who inspire you-who share ideas, cheer you on, and genuinely want to see you succeed. That's why we offer social circles, sponsored networks, and connection points across teams and time zones-to help you find your people, build your community, and thrive together.

Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.