Technical Support Representative | SaaS Industry | 100% remote

About the Opportunity

We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. Serving over 5,000 licensed contractors across Florida, Ohio, and Michigan, the company is looking for a key team member in Latin America to provide technical support, guide customers through its platform, and help keep their projects moving.

This is an opportunity to join a growing technology company where you will combine customer service, technical problem-solving, and platform expertise to deliver an outstanding customer experience.

What We're Looking For

We're seeking a Technical Support Representative who is friendly, reliable, detail-oriented, and comfortable working with technology. The ideal candidate has a strong analytical mindset, enjoys troubleshooting problems, and can understand how and why systems and processes work; not just follow a script.

This is a primarily phone-based role where you'll assist contractors with platform navigation, technical questions, permit filings, account management, and troubleshooting. You'll also guide customers through platform features, explain workflows, and conduct demonstrations to help them understand how to use the software effectively.

We're looking for someone who takes ownership, thinks critically, identifies the root cause of problems, and communicates technical information clearly to customers with different levels of technical knowledge.

Key Responsibilities

Technical Support (Primary Focus)

- Handle inbound customer calls and provide professional, timely, and solution-oriented support.
- Troubleshoot issues related to platform functionality, account setup, document uploads, permit filings, and general software usage.
- Guide customers step by step through platform features, workflows, and processes to help them resolve issues independently.
- Conduct platform demonstrations and walkthroughs to introduce customers to key features and explain how to use the system effectively.
- Investigate problems by analyzing available information, identifying potential root causes, and determining the best course of action.
- Take ownership of customer issues from initial contact through resolution, escalating more complex cases when necessary.
- Follow up with customers to confirm that solutions are working and ensure a positive support experience.

Platform Knowledge & Technical Troubleshooting

- Develop a strong understanding of the company's SaaS platform, its features, and construction permitting workflows.
- Quickly learn new software tools, CRM systems, and browser-based applications.
- Help customers understand not only what steps to follow but also why certain processes are required.
- Identify patterns in recurring technical issues and communicate findings to the appropriate teams.




- Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions in the CRM.

Analytical Thinking & Continuous Improvement

- Apply critical thinking and attention to detail when investigating customer issues and working with platform data.
- Analyze situations that fall outside standard procedures and use sound judgment to identify practical solutions.
- Identify recurring problems, process inefficiencies, and opportunities to improve the customer experience.
- Share feedback and actionable insights with product and operations teams to support platform improvements.
- Meet performance targets related to call volume, resolution rates, customer satisfaction, and support quality.

Requirements

- At least 2 years of experience in customer service, technical support, or a similar customer-facing role, preferably in a phone-based or call center environment.
- Full professional fluency in English, both spoken and written.
- Experience supporting customers with software platforms, SaaS products, CRM systems, or other technology-based tools.
- Experience conducting platform demos, software walkthroughs, or feature explanations for customers is highly valued.
- Strong analytical and problem-solving skills, with the ability to investigate issues and identify their root causes.
- Excellent attention to detail and the ability to handle information accurately.
- A technology-oriented mindset, with the curiosity and willingness to learn new tools, systems, and software.
- Proficiency in Microsoft Excel and confidence working with spreadsheets.
- Strong communication skills and the ability to explain technical concepts in a clear, accessible way.
- A proactive attitude, sound judgment, and a strong sense of ownership when handling customer issues.

Preferred Qualifications

- Previous experience with GoHigh Level, Hub Spot, or similar CRM platforms.
- Experience in SaaS technical support, software troubleshooting, or application support.
- Experience delivering live platform demonstrations, onboarding sessions, or customer training.
- Familiarity with ticketing systems, knowledge bases, and customer support tools.
- Experience identifying recurring technical issues or contributing to process and operational improvements.
- Ability to work with multiple browser-based applications while managing customer interactions.

Equipment & Technical Requirements

- Reliable high-speed internet connection suitable for full-time remote work and video calls.




- A reliable laptop capable of running multiple browser-based applications simultaneously (desktop computers are not accepted).
- A working webcam for meetings, training, and platform demonstrations.
- A quiet, professional, and distraction-free home workspace.

What We Offer

- Competitive full-time compensation based on experience.
- Fully remote role with flexible scheduling options.
- Structured onboarding and ongoing product and technical training.
- A supportive team culture where ideas, initiative, and problem-solving are encouraged.
- Opportunities to develop technical support and SaaS platform expertise.
- Clear opportunities for professional growth within the company.

Cordoba, Argentina
Full time
R14755

**About Us:**

Proofpoint is a general 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

**Corporate Overview**

In today's cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people‑centric perspective.

And we're just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you're helping to: + Build and enhance our proven security platform

+ Blend innovation and speed in a constantly evolving cloud environment
+ Analyze new threats and offer deep insight through data‑driven intel

+ Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That's why we're a leader in next‑generation cybersecurity and why more than half of the Fortune 100 trust us as a security partner.

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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📌 Remote Spanish-Speaking Field & Technical Support Specialist (Buenos Aires)
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