Senior Product Support Engineer - Linux & Security

BairesDev; Buenos Aires; On-site; ARS 92,241,000 - 138,361,000; Full time

Job summary

Proofpoint in Córdoba, Argentina is seeking a Product Support Engineer to provide advanced software technical support to enterprise customers and partners. The role involves hands-on troubleshooting in Linux environments, collaborating with cross-functional teams, and contributing to the knowledge base.

You will interact directly with enterprise customers to deliver high-quality, white-glove support, manage cases within SLOs, 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

Email debugging

Technical support

Remote troubleshooting

Security products

Job description

Proofpoint in Córdoba, Argentina is seeking a Product Support Engineer to provide advanced software technical support to enterprise customers and partners. The role involves hands-on troubleshooting in Linux environments, collaborating with cross-functional teams, and contributing to the knowledge base.

You will interact directly with enterprise customers to deliver high-quality, white-glove support, manage cases within SLOs, and mentor junior engineers.