Remote Product Support Engineer - Cybersecurity

Hkr.Team; Buenos Aires; Remote; ARS 92,909,000 - 131,622,000; Full time

Job summary

Proofpoint in Córdoba, Argentina, is seeking a Product Support Engineer to provide advanced software tech support to enterprise customers, resellers, and partners. This role emphasizes troubleshooting in Linux CLI and collaboration with account managers and success teams.

You will handle cases, update knowledge base, train customers, and mentor junior engineers; 4+ years in tech support and strong communication are required; experience with security products is a plus.

Qualifications

• 4+ years of 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

Linux CLI

Customer support

Email debugging

grep/regex/logs

Security products

Tools

Palo Alto Networks

Cisco

Fortinet

Job description

Proofpoint in Córdoba, Argentina, is seeking a Product Support Engineer to provide advanced software tech support to enterprise customers, resellers, and partners. This role emphasizes troubleshooting in Linux CLI and collaboration with account managers and success teams.

You will handle cases, update knowledge base, train customers, and mentor junior engineers; 4+ years in tech support and strong communication are required; experience with security products is a plus.