Product Support Engineer – Linux & Security (Remote-friendly)

Virtustant; Buenos Aires; Remote; ARS 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Global networking

Wellness programs

Recognition program

Career growth opportunities

Job summary

Proofpoint is seeking a Product Support Engineer to provide advanced technical support to enterprise customers. You will troubleshoot issues, document solutions, and collaborate with Account Managers, SEs, and Professional Services to improve product quality and customer satisfaction.

The role emphasizes strong Linux command line skills, knowledge of email security products, and the ability to diagnose moderate to complex problems with minimal supervision in a fast-paced cloud environment.

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

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

Technical support

Linux command line

Email debugging

Remote troubleshooting

Problem solving

Customer communication

Tools

Linux CLI

Grep/Regex

Ticketing system

Knowledge base

Job description

Proofpoint is seeking a Product Support Engineer to provide advanced technical support to enterprise customers. You will troubleshoot issues, document solutions, and collaborate with Account Managers, SEs, and Professional Services to improve product quality and customer satisfaction.

The role emphasizes strong Linux command line skills, knowledge of email security products, and the ability to diagnose moderate to complex problems with minimal supervision in a fast-paced cloud environment.