Remote Product Support Engineer: Cybersecurity Expert

Southline Roofing & Exteriors; Buenos Aires; Remote; ARS 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Job summary

Proofpoint Cordoba, Argentina is seeking a Product Support Engineer to provide advanced software technical support to customers, resellers, and partners. You will manage cases, publish knowledge base articles, and serve as a subject-matter expert while mentoring junior engineers.

You will work closely with Account Managers, SEs, and Professional Services in a fast-paced, Linux-driven environment, delivering white-glove support and driving customer success across Proofpoint products.

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

Customer communication

Linux CLI

Problem diagnosis

Email system debugging

Remote troubleshooting

Team collaboration

Tools

Linux

grep

regex

log scraping

Job description

Proofpoint Cordoba, Argentina is seeking a Product Support Engineer to provide advanced software technical support to customers, resellers, and partners. You will manage cases, publish knowledge base articles, and serve as a subject-matter expert while mentoring junior engineers.

You will work closely with Account Managers, SEs, and Professional Services in a fast-paced, Linux-driven environment, delivering white-glove support and driving customer success across Proofpoint products.