Senior Application Support Engineer

World Business Lenders, Llc; Buenos Aires; Remote; ARS 61,816,000 - 98,906,000; Full time

Job summary

Proofpoint in Córdoba, Argentina is hiring a Product Support Engineer to provide advanced technical support for Proofpoint's products and services. You will diagnose issues, work with enterprise customers, and collaborate with account managers, SEs, customer success managers, and professional services.

The role emphasizes Linux command line, debugging emails, and remote troubleshooting, with opportunities to contribute to knowledge bases and mentor junior engineers.

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

Linux CLI

Grep/Regex

Email debugging

Remote troubleshooting

Customer-facing communication

Tools

Palo Alto Networks

Cisco

Symantec

McAfee

Fortinet

Job description

Proofpoint in Córdoba, Argentina is hiring a Product Support Engineer to provide advanced technical support for Proofpoint's products and services. You will diagnose issues, work with enterprise customers, and collaborate with account managers, SEs, customer success managers, and professional services.

The role emphasizes Linux command line, debugging emails, and remote troubleshooting, with opportunities to contribute to knowledge bases and mentor junior engineers.