L2/L3 Technical Support with MailPool

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 #LI-NC1