Remote Product Support Engineer - SaaS & Security

Manatal-264; Buenos Aires; Remote; ARS 61,494,000 - 107,614,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Wellness and community days

Job summary

Proofpoint is seeking a Product Support Engineer in Córdoba, Argentina to deliver advanced technical support for our security products. You will diagnose issues, coordinate with Account Managers and Professional Services, and help customers optimize Proofpoint’s solutions in a fast-paced cloud environment.

You will participate in knowledge sharing, contribute to the knowledge base, and mentor junior engineers while maintaining high customer satisfaction and service levels.

Qualifications

• 4+ years experience in a Technical Support role.
• Excellent written and verbal customer-facing communication.
• Proficient with Linux command line environments.
• Advanced use of grep, regex, log scraping.
• Experience debugging email systems.
• Familiar with remote troubleshooting tools and sessions.
• Experience with Palo Alto Networks, Cisco, Symantec, McAfee, Fortinet or similar security products is a plus.

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

Linux command line

Grep & log analysis

Email system debugging

Remote troubleshooting

Security products

Technical support

Tools

Palo Alto Networks

Cisco

Symantec

McAfee

Fortinet

Job description

Proofpoint is seeking a Product Support Engineer in Córdoba, Argentina to deliver advanced technical support for our security products. You will diagnose issues, coordinate with Account Managers and Professional Services, and help customers optimize Proofpoint’s solutions in a fast-paced cloud environment.

You will participate in knowledge sharing, contribute to the knowledge base, and mentor junior engineers while maintaining high customer satisfaction and service levels.