Remote Customer Support Specialist

The project is an AI vision platform running on Kubernetes and used for enterprise video analytics. We are looking for a highly technical Tier 2 / Tier 3 Technical Support Engineer to help customers troubleshoot and resolve complex platform, infrastructure, and deployment issues. Location & Schedule LATAM-based candidates only. Fully remote. Must be available to work U.
S. East Coast business hours. Onboarding During the first month, the engineer will focus on learning the platform and internal support processes, working closely with senior engineers before independently handling customer issues. The onboarding also includes internal training and certification related to the AI vision platform. Responsibilities Provide Tier 2 / Tier 3 technical support to enterprise customers. Troubleshoot Kubernetes-based deployments, software, infrastructure, hardware, networking, and configuration issues. Reproduce customer environments and run tests to diagnose technical problems. Work directly with customers during technical discussions and troubleshooting sessions. Manage and resolve technical support tickets. Collaborate with Engineering, Sales, and Customer Success teams. Escalate complex issues and product bugs to Engineering and help drive them to resolution. Clearly communicate technical findings, workarounds, and resolutions to customers.

Requirements:
- 2+ years of technical support experience, preferably in Tier 2 / Tier 3 support.
- Strong hands-on Kubernetes experience in production environments.
- At least one relevant Kubernetes or cloud certification, such as CKA, CKAD, CKS, AWS, Azure, or equivalent.
- Strong troubleshooting skills across software, infrastructure, networking, and distributed environments.
- Experience working directly with customers in a technical capacity.
- Strong written and verbal English communication skills.
- Ability to independently investigate complex technical issues and collaborate with engineering teams. Nice to Have Experience with AWS, Azure, or other cloud platforms. Linux troubleshooting experience. Experience with containers, networking, monitoring, and logging. Experience supporting enterprise software products. Exposure to AI, computer vision, video analytics, or similar technologies. Cordoba, Argentina Full time R14535

About Us
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. How We Work: 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 The Role and the Team Proofpoint is seeking an experienced Manager, Product Support with strong interpersonal skills who can instill and grow Proofpoint's positive culture in the team, will be responsible for delivering a high level of customer service to large enterprise customers, and facilitate an efficient, collaborative, and enjoyable working environment. This position will manage a team of Information Security Product Support Engineers which includes but is not limited to; managing procedures related to the identification, prioritization and resolution of customer requests, ticket monitoring, tracking, coordination of Support resources and the ability to communicate information at all levels (customer, engineering, and executive). Strong communication skills are essential. Your day-to-day + Work collaboratively with cross-functional teams to ensure an exceptional customer experience + Hire, on-board, coach and develop the best product support engineers in the industry + Drive customer escalations to resolution by leading and engaging with customers directly. + Manage the overall health of the case queue and phone coverage + Ability to identify and manage support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven. What you bring to the team + BS Degree in a technical curriculum or equivalent. + 4 + years' experience successfully leading a product support team + Proven track record of managing top talent and fostering their growth + A record of creating a team environment with high employee retention, strong job satisfaction, and successful career growth + Ability to self-direct, multi-task and prioritize job requirements + Strong k