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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