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

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