About the role
TITLE: L2/L3 TECHNICAL SUPPORT SPECIALIST
Location: Remote, Latin America Schedule: Full-time, aligned with US business hours Compensation: $1,500–$2,000/month, depending on experience Engagement: Direct Hire
ROLE OVERVIEW
We are looking for an experienced L2/L3 Technical Support Specialist to join a growing technology company and provide advanced technical support to partners, resellers, and direct customers.
This role will focus on investigating technical issues, troubleshooting product-related bugs, analyzing system logs, and resolving complex support escalations. The ideal candidate has a strong technical troubleshooting background, excellent written and spoken English, and the ability to work independently in a remote, fast-paced environment.
This is a hands-on technical support position, not a software development role. You will serve as an escalation point for issues that require deeper technical investigation beyond standard customer support.
KEY RESPONSIBILITIES
- Handle Level 2 and Level 3 technical support escalations from partners, resellers, and direct customers.
- Investigate technical issues, reproduce bugs, analyze system logs, and identify potential root causes.
- Troubleshoot complex product and platform-related issues and coordinate findings with the appropriate internal teams.
- Manage technical escalations from partner and reseller channels, as well as technical support inquiries escalated by the Customer Support team through Intercom.
- Communicate technical findings, troubleshooting steps, and resolution updates clearly through Slack, email, and other messaging channels.
- Document investigations, recurring issues, and troubleshooting procedures to improve internal support processes.
- Follow up on unresolved issues and ensure escalations are properly tracked through resolution.
- Occasionally join calls with customers or partners when technical discussions require direct communication.
IDEAL CANDIDATE
- 3+ years of experience in Technical Support, preferably in L2/L3 support, SaaS, email technology, or a related technical environment.
- Demonstrated experience troubleshooting complex technical issues, investigating bugs, and analyzing system logs.
- Strong understanding of networking and email-related technologies.
- Familiarity with DNS, SMTP, email infrastructure, and cold email systems is highly preferred.
- Experience supporting technical products, SaaS platforms, or partner/reseller ecosystems.
- Excellent written and spoken English, with the ability to explain technical issues clearly to both technical and non-technical stakeholders.
- Comfortable handling escalations independently and communicating primarily through Slack, email, and messaging platforms.
- Strong analytical, investigative, and problem-solving skills.
- Able to work full-time during US business hours.
- Must be based in Latin America.
TECHNICAL SKILLS & KNOWLEDGE
Required:
- L2/L3 technical troubleshooting and escalation management
- Bug investigation and root-cause analysis
- System log analysis
- Technical documentation and incident reporting
- Strong written and verbal English communication
Preferred:
- DNS configuration and troubleshooting
- SMTP and email delivery protocols
- Cold email infrastructure and platforms
- SaaS technical support
- Intercom or similar customer support platforms
- Slack and other remote collaboration tools
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