Remote AI-Driven Growth Product Support Engineer

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

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Job summary

Proofpoint in Córdoba, Argentina is seeking a Product Support Engineer to deliver advanced software technical support to enterprise customers. You will diagnose, troubleshoot, and resolve issues across Proofpoint's products, collaborating with Account Managers, SEs, CSMs, and Professional Services to ensure success.

The role emphasizes web-based and Linux-based problem solving, fielding customer inquiries, and contributing to knowledge bases.

Qualifications

• 4+ years experience in a Technical Support role.
• Excellent written and verbal customer-facing communication skills.
• Experience working in Linux command line environments.
• Advanced use of grep, regex, log scraping in command line.
• Experience with email system debugging.
• Experience with remote hosting tools for customer troubleshooting sessions.

Responsibilities

• 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

Skills

Customer communication

Problem solving

Team collaboration

Tools

Linux command line

grep

log scraping

remote troubleshooting tools

email system debugging

Job description

Proofpoint in Córdoba, Argentina is seeking a Product Support Engineer to deliver advanced software technical support to enterprise customers. You will diagnose, troubleshoot, and resolve issues across Proofpoint's products, collaborating with Account Managers, SEs, CSMs, and Professional Services to ensure success.

The role emphasizes web-based and Linux-based problem solving, fielding customer inquiries, and contributing to knowledge bases.