Latam Affiliate Lead – Remote (Spanish Speaker)
People Hive Hr Consultancies Llc
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Job summary
Proofpoint in Córdoba, Argentina, is seeking a Product Support Engineer to deliver advanced technical support for Proofpoint products and services. You will troubleshoot issues, document solutions, and collaborate with engineering teams to improve product quality.
The role emphasizes proactive customer communication and detailed case management. As part of a high-performing team, you will handle complex issues, work from a Linux-based environment, and contribute to knowledge base materials.
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
Tools
Job description
Cordoba, Argentina
Full time
R14755
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.
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
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.
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.
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.
- 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
- 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
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.
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 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 .
Prometeo Talent is ranked as the #1 Recruitment Agency in America and Europe. We excel in connecting companies with exceptional technology and engineering professionals.
We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. They serve 5,000+ licensed contractors across Florida, Ohio, and Michigan, and are looking for a key team member in Latin America to be the first point of contact for their customers and help keep their projects moving.
We're seeking a Customer Support Representative who is friendly, reliable, and professional, and who enjoys solving problems rather than just following scripts.
This is a primarily phone-based role where you'll assist contractors with permit filings, account management, and platform usage. The company values people who understand the reasoning behind processes, use independent judgment when situations don't fit the standard playbook, and take ownership of finding the best solution.
- Answer inbound customer calls in a professional, courteous, and timely manner.
- Resolve questions related to permit status, document uploads, account setup, and billing.
- Use critical thinking to determine the best resolution when situations fall outside existing processes.
- Take ownership of customer issues through resolution, escalating when necessary.
- Follow up with customers via phone or email to confirm issues are resolved.
- Log all interactions accurately in the CRM system.
- Maintain a thorough working knowledge of the platform and permitting workflows, including the reasoning behind key processes.
- Quickly learn and navigate SaaS platforms, CRM tools, and spreadsheets as part of daily work.
- Log all interactions accurately in the CRM system.
- Maintain a thorough working knowledge of the platform and permitting workflows, including the reasoning behind key processes.
- Quickly learn and navigate SaaS platforms, CRM tools, and spreadsheets as part of daily work.
- Meet or exceed individual performance metrics including call volume, first-call resolution, and customer satisfaction scores.
- Identify recurring issues, inefficiencies, and improvement opportunities.
- Communicate insights and suggestions to the product and operations teams.
- Minimum 2 years of customer service experience in a phone-based or call center environment, conducted in English.
- Full fluency in English, both spoken and written.
- Proficiency in Microsoft Excel and confidence working with spreadsheets.
- Reliable high-speed internet connection suitable for full-time remote work and video calls.
- Reliable laptop capable of running multiple browser-based applications at once (desktop computers are not accepted).
- Working webcam for meetings and training.
- Quiet, professional, and distraction-free home workspace.
- Previous experience with GoHighLevel, HubSpot, or similar CRM platforms.
- Experience identifying process improvements or contributing to operational improvements in a previous role.
- Competitive full-time compensation based on experience.
- Fully remote role with flexible scheduling options.
- Structured onboarding and ongoing product training.
- A supportive team culture where ideas and initiative are encouraged.
- Clear opportunities for growth within the company.
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