Technical Support Engineer, L2

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

📋 Description

• Investigate technical support inquiries by replicating issues, testing assumptions, and determining root causes.

• Diagnose problems related to domain registration and verification, DNS records, and issues with mailbox creation and connectivity.

• Examine integration failures involving email providers, email outreach services, authentication processes, and access issues.

• Analyze email sending and deliverability challenges.

• Utilize logs, APIs, internal tools, and data; develop small diagnostic and automation scripts.

• Independently resolve support requests within scope and engage developers or external support when necessary.

• Clearly communicate issues and next steps to both customers and colleagues.

• Contribute to the knowledge base and enhance instructional materials.

• Transfer unresolved investigations to the subsequent shift.

• Relay investigation results to developers and assist in validating product or infrastructure fixes.

⛳️ Requirements

• Proven experience in L2/L3 technical support, SaaS operations/support, system administration, or software development focused on troubleshooting user-reported issues.

• Capability to independently investigate issues: collect facts, isolate problems, and confirm solutions.

• Knowledge of HTTP, REST APIs, JSON, authentication principles, and the interaction of web services.

• Proficiency in working with logs, the command line, and tools such as curl or Postman.

• Ability to read code written by others and create small scripts in at least one programming language; knowledge of JavaScript/TypeScript is particularly beneficial.

• Basic SQL skills and a meticulous approach to working with data.

• Familiarity with DNS and the essential principles of email functionality.

• Proficient in English for written communication with customers, providers, and team members, as well as for reading documentation.

• Responsible attitude towards shift commitments, requesting status updates, and ensuring tasks are completed.

• Nice to have: experience with a domain registrar, hosting provider, email service, or email outreach platform.

• Nice to have: familiarity with Google Workspace, Microsoft 365, and Cloudflare.

• Nice to have: understanding of SMTP, IMAP, SPF, DKIM, and DMARC, along with hands-on experience in deliverability troubleshooting.

• Nice to have: experience with cloud platforms, monitoring, Git, Node.js, or NestJS.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible working hours and remote work options.

• Opportunities for professional development and training.

• Access to cutting-edge technologies and tools.

• A supportive and collaborative work environment.