Remote SaaS Platform Support Engineer

Hireframe; Buenos Aires; Remote; ARS 1,200,000 - 1,800,000; Full time

Job summary

Proofpoint is seeking a Product Support Engineer in Córdoba, Argentina. The role delivers advanced technical support for Proofpoint products, collaborating with account teams to diagnose and resolve complex issues.

You’ll guide customers through problem resolution, document solutions, and mentor junior staff in a fast-paced, security-focused environment. The position emphasizes Linux CLI proficiency, email system debugging, and remote troubleshooting, with opportunities to contribute to

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.
• Fully experienced with email system debugging.
• Fully experienced using remote hosting tools for customer troubleshooting sessions.
• Experience with security products 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.
• Lead by example technically, professionally, and in dedication.

Skills

Linux command line

Email system debugging

Remote troubleshooting

Customer-facing communication

Regex/log scraping

Tools

Palo Alto Networks

Cisco

Symantec

McAfee

Fortinet

Job description

Proofpoint is seeking a Product Support Engineer in Córdoba, Argentina. The role delivers advanced technical support for Proofpoint products, collaborating with account teams to diagnose and resolve complex issues.

You’ll guide customers through problem resolution, document solutions, and mentor junior staff in a fast-paced, security-focused environment. The position emphasizes Linux CLI proficiency, email system debugging, and remote troubleshooting, with opportunities to contribute to