Level 2 Tax & Accounting Support Specialist | Remote | Argentina Level 2 Tax & Accounting Support Specialist (CPA / EA Preferred) (Enrolled Agent (EA)) Position Overview We are seeking an experienced accounting professional to provide specialized Level 2 support for complex customer inquiries related to US accounting, tax, bookkeeping, and payroll. This role requires genuine technical accounting judgment, not just scripted responses or basic ticket routing. The ideal candidate has strong accounting and tax expertise, excellent communication skills, and the ability to independently investigate and resolve complex issues.

Schedule & Coverage - Required coverage window: 8:00 AM–8:00 PM Eastern Time (ET) - Individual schedules will be staggered to provide coverage during US business hours.

- Ability to work shifts that overlap with US business hours is required.
- Specific shifts and weekly schedules will be finalized with the client.

Key Responsibilities - Provide specialized Level 2 support for complex US customer accounting, tax, bookkeeping, and payroll inquiries.

- Investigate and resolve escalated and directly assigned accounting and tax support tickets.
- Review and troubleshoot bookkeeping discrepancies, reconciliations, and accounting transactions.
- Assist customers with:
- - Tax-related inquiries - Tax notices - Filing status questions - Tax return-related questions within the authorized scope - Support payroll questions, setup, processing issues, and troubleshooting.
- Communicate technical findings clearly and professionally through Zendesk, email-style ticket responses, and scheduled phone support.
- Independently investigate issues, identify root causes, and coordinate with internal specialists when necessary.
- Document resolutions and maintain accurate customer records.
- Identify recurring issues and opportunities to improve workflows and knowledge resources.
- Adapt to new internal systems as the client transitions away from Zendesk.
- Learn and work effectively with proprietary platforms and AI-assisted workflows.

Required Qualifications - Demonstrated professional accounting experience, ideally with exposure to US accounting and taxation.

- Strong working knowledge of:
- - Bookkeeping - Tax return review - Account reconciliations - Payroll - Financial reporting - Prior experience handling complex tax and accounting inquiries, tax notices, and customer-facing financial support.
- Excellent written and verbal English communication.
- Strong:
- - Analytical skills - Troubleshooting skills - Documentation skills - Independent problem-solving skills - Ability to explain complex accounting and tax topics to nontechnical customers.
- Comfortable working in a fast-paced, technology-driven environment with evolving workflows.
- Ability to learn new systems, including proprietary platforms and AI-assisted workflows.

Preferred Qualifications - Certified Public Accountant (CPA) — strongly preferred.

- Enrolled Agent (EA) certification — highly desirable, particularly for candidates with US tax experience.
- Background in a Big Four accounting firm, established accounting practice, or comparable professional accounting environment.
- QuickBooks certification or experience.
- International CPA credentials may be considered,



provided the candidate can demonstrate relevant knowledge of US accounting and tax practices.

Technical

Skills & Tools - QuickBooks or comparable accounting software - Microsoft Excel / Google Sheets - Zendesk — preferred, not required; training can be provided.

- Slack or similar collaboration tools - Familiarity with tax preparation and payroll software is beneficial.
- Ability to learn proprietary platforms and AI-assisted workflows.

What We Prioritize

Candidates should demonstrate the following priority of skills:

- Technical accounting expertise — first priority - Communication and problem-solving skills — second priority - Prior support platform experience — third priority Important Scope & Compliance Note Advice, tax review, and other regulated activities must remain within the individual's qualifications and the client's approved responsibilities. This position requires sound technical accounting judgment and the ability to handle complex issues appropriately while staying within the authorized scope of the role. 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 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.

Proficiency and responsibilities for Manager, Product Support role (continued):





- 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.
- 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 knowledge of customer relationship management
- Excellent verbal, written and interpersonal communication skills.
- Knowledge of security platforms, email protection, cloud services, software as a service (SaaS)
- Candidates should be flexible working evening and weekend shifts 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. Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best General Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams. 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

Responsive

Accountable

Visionary

Exceptional 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. 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. 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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