Senior Product Support Engineer — Linux & Security

Proofpoint; Córdoba; Presencial; ARS 1.800.000 - 3.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work environment

Competitive compensation

Comprehensive benefits

Descripción de la vacante

Proofpoint is seeking a Product Support Engineer to deliver advanced technical support to enterprise customers. You will diagnose complex issues, work closely with Account Managers, SEs, Customer Success Managers, and Professional Services, and document technical solutions for the knowledge base.

You will typically operate in Linux command line environments, conduct troubleshooting sessions with customers, and contribute to ongoing product improvements while maintaining high customer

Formación

• 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

Responsabilidades

• 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

Conocimientos

Linux CLI

Email debugging

Grep & Regex

Remote troubleshooting

Security products knowledge

Herramientas

Palo Alto Networks

Cisco

Symantec

McAfee

Fortinet

Descripción del empleo

Proofpoint is seeking a Product Support Engineer to deliver advanced technical support to enterprise customers. You will diagnose complex issues, work closely with Account Managers, SEs, Customer Success Managers, and Professional Services, and document technical solutions for the knowledge base.

You will typically operate in Linux command line environments, conduct troubleshooting sessions with customers, and contribute to ongoing product improvements while maintaining high customer