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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