L2/L3 Technical Support, MailPool

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Manage Level 2 and Level 3 technical support escalations from partners, resellers, and direct customers.

• Analyze technical issues, replicate bugs, scrutinize system logs, and determine potential root causes.

• Resolve intricate product and platform-related problems while collaborating with the relevant internal teams.

• Oversee technical escalations from partner and reseller channels, as well as inquiries escalated by Customer Support via Intercom.

• Convey technical findings, troubleshooting procedures, and resolution updates through Slack, email, and other messaging platforms.

• Document investigations, recurring issues, and troubleshooting guidelines to enhance internal support processes.

• Follow up on outstanding issues and ensure that escalations are monitored until resolution.

• Occasionally participate in customer or partner calls when technical discussions necessitate direct communication.

⛳️ Requirements

• Over 3 years of experience in Technical Support, preferably in L2/L3 support, SaaS, email technology, or a similar technical setting.

• Proven experience in troubleshooting complex technical problems, investigating bugs, and analyzing system logs.

• Strong grasp of networking and email-related technologies.

• Familiarity with DNS, SMTP, email infrastructure, and cold email systems is highly preferred.

• Experience in supporting technical products, SaaS platforms, or partner/reseller ecosystems.

• Excellent proficiency in written and spoken English.

• Capable of clearly explaining technical issues to both technical and non-technical stakeholders.

• Comfortable managing escalations independently and communicating via Slack, email, and messaging platforms.

• Strong analytical, investigative, and problem-solving abilities.

• Availability to work full-time during US business hours.

• Must be located in Latin America.

• Proficiency in L2/L3 technical troubleshooting and escalation management.

• Skill in bug investigation and root-cause analysis.

• Experience in system log analysis.

• Capability in technical documentation and incident reporting.

• Strong written and verbal communication skills in English.

• Preferable experience in DNS configuration and troubleshooting.

• Familiarity with SMTP and email delivery protocols is preferred.

• Knowledge of cold email infrastructure and platforms is preferred.

• Previous experience in SaaS technical support is preferred.

• Familiarity with Intercom or similar customer support platforms is preferred.

• Experience with Slack and other remote collaboration tools is preferred.

🏝️ Benefits

• Opportunity for remote work.

• Full-time schedule aligned with US business hours.

• Direct hire engagement.

• Flexibility as an independent contractor, with the freedom to manage work terms (note: contractors are responsible for their own equipment, taxes, and benefits).