Remote Technical Support Consultant: Enterprise Onboarding
Supportyourapp, Inc.
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Job summary
Proofpoint in Córdoba, Argentina is seeking a Technical Support Representative for a 100% remote role. You will deliver advanced technical support for Proofpoint's SaaS products, conduct platform demonstrations, and guide customers through complex workflows to ensure successful usage.
The role requires strong analytical thinking, excellent English communication, and experience with CRM tools. A proactive, ownership-driven approach is essential in a fast-paced, remote environment.
Qualifications
- 4+ years experience in a Technical Support role.
- Full professional fluency in English, both spoken and written.
- Experience supporting software platforms, SaaS products, CRM systems, or related tools.
- Experience delivering platform demos, software walkthroughs, or feature explanations.
Responsibilities
- Handle inbound customer calls and provide professional, timely support.
- Troubleshoot platform functionality, account setup, document uploads, and permit filings.
- Guide customers through platform features and workflows with demonstrations.
- Investigate problems, identify root causes, and determine best action.
- Follow up to ensure solutions work and customer satisfaction.
Skills
Tools
Job description
Prometeo Talent is ranked as the #1 Recruitment Agency in America and Europe. We specialize in connecting companies with exceptional technology and engineering professionals.
We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. Serving over 5,000 licensed contractors across Florida, Ohio, and Michigan, the company is looking for a key team member in Latin America to provide technical support, guide customers through its platform, and help keep their projects moving.
This is an opportunity to join a growing technology company where you will combine customer service, technical problem-solving, and platform expertise to deliver an outstanding customer experience.
We’re seeking a Technical Support Representative who is friendly, reliable, detail‑oriented, and comfortable working with technology. The ideal candidate has a strong analytical mindset, enjoys troubleshooting problems, and can understand how and why systems and processes work; not just follow a script.
This is a primarily phone‑based role where you’ll assist contractors with platform navigation, technical questions, permit filings, account management, and troubleshooting. You’ll also guide customers through platform features, explain workflows, and conduct demonstrations to help them understand how to use the software effectively.
We’re looking for someone who takes ownership, thinks critically, identifies the root cause of problems, and communicates technical information clearly to customers with different levels of technical knowledge.
- Handle inbound customer calls and provide professional, timely, and solution-oriented support.
- Troubleshoot issues related to platform functionality, account setup, document uploads, permit filings, and general software usage.
- Guide customers step by step through platform features, workflows, and processes to help them resolve issues independently.
- Conduct platform demonstrations and walkthroughs to introduce customers to key features and explain how to use the system effectively.
- Investigate problems by analyzing available information, identifying potential root causes, and determining the best course of action.
- Take ownership of customer issues from initial contact through resolution, escalating more complex cases when necessary.
- Follow up with customers to confirm that solutions are working and ensure a positive support experience.
- Develop a strong understanding of the company's SaaS platform, its features, and construction permitting workflows.
- Quickly learn new software tools, CRM systems, and browser-based applications.
- Help customers understand not only what steps to follow but also why certain processes are required.
- Identify patterns in recurring technical issues and communicate findings to the appropriate teams.
- Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions in the CRM.
- Apply critical thinking and attention to detail when investigating customer issues and working with platform data.
- Analyze situations that fall outside standard procedures and use sound judgment to identify practical solutions.
- Identify recurring problems, process inefficiencies, and opportunities to improve the customer experience.
- Share feedback and actionable insights with product and operations teams to support platform improvements.
- Meet performance targets related to call volume, resolution rates, customer satisfaction, and support quality.
- At least 2 years of experience in customer service, technical support, or a similar customer-facing role, preferably in a phone-based or call center environment.
- Full professional fluency in English, both spoken and written.
- Experience supporting customers with software platforms, SaaS products, CRM systems, or other technology-based tools.
- Experience conducting platform demos, software walkthroughs, or feature explanations for customers is highly valued.
- Strong analytical and problem-solving skills, with the ability to investigate issues and identify their root causes.
- Excellent attention to detail and the ability to handle information accurately.
- A technology-oriented mindset, with the curiosity and willingness to learn new tools, systems, and software.
- Proficiency in Microsoft Excel and confidence working with spreadsheets.
- Strong communication skills and the ability to explain technical concepts in a clear, accessible way.
- A proactive attitude, sound judgment, and a strong sense of ownership when handling customer issues.
- Previous experience with GoHighLevel, HubSpot, or similar CRM platforms.
- Experience in SaaS technical support, software troubleshooting, or application support.
- Experience delivering live platform demonstrations, onboarding sessions, or customer training.
- Familiarity with ticketing systems, knowledge bases, and customer support tools.
- Experience identifying recurring technical issues or contributing to process and operational improvements.
- Ability to work with multiple browser-based applications while managing customer interactions.
- Reliable high-speed internet connection suitable for full-time remote work and video calls.
- A reliable laptop capable of running multiple browser-based applications simultaneously (desktop computers are not accepted).
- A working webcam for meetings, training, and platform demonstrations.
- A quiet, professional, and distraction‑free home workspace.
- Competitive full‑time compensation based on experience.
- Fully remote role with flexible scheduling options.
- Structured onboarding and ongoing product and technical training.
- A supportive team culture where ideas, initiative, and problem‑solving are encouraged.
- Opportunities to develop technical support and SaaS platform expertise.
- Clear opportunities for professional growth within the company.
Cordoba, Argentina
Full time
R14755
Proofpoint is a global leader in human- and agent‑centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.
At Proofpoint you'll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:
Bold in how we dream and innovate
Responsive to feedback, challenges and opportunities
Accountable for results and best in class outcomes
Visionary in future focused problem‑solving
Exceptional in execution and impact
Corporate Overview
In today's cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people‑centric perspective.
And we're just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you're helping to:
- Build and enhance our proven security platform
- Blend innovation and speed in a constantly evolving cloud environment
- Analyze new threats and offer deep insight through data‑driven intel
- Collaborate with customers to help solve their toughest security challenges
We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That's why we're a leader in next‑generation cybersecurity and why more than half of the Fortune 100 trust us as a security partner.
At Proofpoint, a product support engineer is responsible for providing technical support to customers who use Proofpoint's products and services. This may include troubleshooting issues, identifying, and resolving technical problems and working with other members of the engineering team to improve the overall quality of the product. They may also be responsible for conducting product training sessions for customers and other team members, and for providing feedback to the product development team based on customer needs and feedback. Ultimately, a product support engineer at Proofpoint plays a critical role in ensuring that customers can use Proofpoint's products and services effectively and efficiently.
An experienced professional with strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve technical issues of moderate complexity in Proofpoint's products. You will interact directly with our enterprise customers to deliver "white glove service" on each and every interaction. The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems and documenting technical solutions and product information in the knowledge base. This is an advanced support group, owning and resolving some moderate to complex issues from start to finish. The work is frequently performed in Linux command line environments so appropriate skills are required. You will work as a team with our Account Managers, SEs, Customer Success Managers, and Professional Services to provide a positive customer interaction with Proofpoint. Receives little instruction on day to day work.
- 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
- 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
Protecting people is at the heart of our award‑winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We're a customer‑focused and driven‑to‑win organization with leading‑edge products-and many exciting reasons to join our team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.
- Competitive compensation
- Comprehensive benefits
- Career success on your terms
- Flexible work environment
- Annual wellness and community outreach days
- Always on recognition for your contributions
- Global collaboration and networking opportunities
Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.
We encourage applications from individuals of all backgrounds, experiences, and perspectives.
Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.
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