On-Site IT & Linux Support Lead

Lever, Inc.; Buenos Aires; On-site; ARS 1,200,000 - 1,800,000; Full time

Job summary

Proofpoint Cordoba, Argentina, is seeking a Product Support Engineer to provide advanced technical support for Proofpoint’s products and services. You will troubleshoot issues, work with engineering to improve software quality, and conduct customer training sessions.

You will interact with enterprise customers, deliver white-glove service, and document solutions in the knowledge base while collaborating with Account Managers, SEs, and Professional Services.

Qualifications

• 4+ years of experience in a Technical Support role.
• Excellent written and verbal communication with customers.
• Proficient in Linux command line environments.
• Advanced grep, regex and log scraping skills.
• Experience debugging email systems.
• Experience using remote hosting tools for troubleshooting.
• Experience with email/network security products a plus.
• Ability to debug multi-configuration environments with minimal supervision.

Responsibilities

• Provide advanced software technical support to customers via phone and the ticketing system.
• Manage cases in the ticketing system to ensure 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, mentoring lower-level Product Support Engineers.
• Lead by example technically, professionally, and in dedication.

Skills

Technical support

Linux command line

Grep/Regex/log scraping

Email system debugging

Remote troubleshooting tools

Customer communication

Security product experience

Tools

Palo Alto Networks

Cisco

Symantec

McAfee

Fortinet

Job description

Proofpoint Cordoba, Argentina, is seeking a Product Support Engineer to provide advanced technical support for Proofpoint’s products and services. You will troubleshoot issues, work with engineering to improve software quality, and conduct customer training sessions.

You will interact with enterprise customers, deliver white-glove service, and document solutions in the knowledge base while collaborating with Account Managers, SEs, and Professional Services.