Remote Product Support Engineer White-Glove Tech Help

Worldwide; Buenos Aires; Remote; ARS 92,909,000 - 139,364,000; Full time

Job summary

Proofpoint is a global leader in cybersecurity products and services, seeking a Product Support Engineer to deliver advanced technical support to enterprise customers from our Argentina office. You will engage with enterprise clients to diagnose and resolve complex issues, document solutions, and collaborate with cross-functional teams to improve product quality and customer success.

The role requires hands-on troubleshooting in Linux environments, strong communication, and the ability to manage

Qualifications

• 4+ years experience in a Technical Support role.
• Excellent written and verbal customer-facing communication skills.
• Proficient 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 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 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, mentoring to lower-level engineers.
• Lead by example technically, professionally, and in dedication.

Skills

Technical support

Linux command line

grep

regex

email system debugging

remote troubleshooting

network security products familiarity

Tools

Linux

Ticketing system

Job description

Proofpoint is a global leader in cybersecurity products and services, seeking a Product Support Engineer to deliver advanced technical support to enterprise customers from our Argentina office. You will engage with enterprise clients to diagnose and resolve complex issues, document solutions, and collaborate with cross-functional teams to improve product quality and customer success.

The role requires hands-on troubleshooting in Linux environments, strong communication, and the ability to manage