L2/L3 Technical Support Specialist
M
MailPoolSaaS email technology
Remote, Latin America; Must be based in Latin America., Full-time, aligned with US business hours.Full-TimeMiddle
Salary1,500 - 2,000 USD per month
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Job Details
- Languages
- Excellent written and spoken English.
- Experience
- 3+ years of experience in Technical Support, preferably in L2/L3 support, SaaS, email technology, or a related technical environment.
- Required Skills
- Networking
Requirements
- Have 3+ years of experience in Technical Support.
- Bring experience in L2/L3 support, SaaS, email technology, or a related technical environment; these are preferred backgrounds.
- Demonstrate experience troubleshooting complex technical issues, investigating bugs, and analyzing system logs.
- Have a strong understanding of networking and email-related technologies.
- Have familiarity with DNS, SMTP, email infrastructure, and cold email systems; these are highly preferred.
- Have experience supporting technical products, SaaS platforms, or partner/reseller ecosystems.
- Have excellent written and spoken English and be able to explain technical issues to technical and non-technical stakeholders.
- Be comfortable handling escalations independently and communicating through Slack, email, and messaging platforms.
- Be able to work full-time during US business hours.
- Be based in Latin America.
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 internal teams.
- Manage technical escalations from partner and reseller channels and inquiries escalated through Intercom.
- Communicate technical findings, troubleshooting steps, and resolution updates through Slack, email, and other messaging channels.
- Document investigations, recurring issues, and troubleshooting procedures.
- Follow up on unresolved issues and track escalations through resolution.
- Join customer or partner calls when technical discussions require direct communication.
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