Tier 3 Technical Support Engineer

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

📋 Description

• Deliver advanced Tier 2/Tier 3 technical assistance for intricate infrastructure and system-related challenges.

• Resolve backup failures, Windows Server complications, network connectivity issues, VPNs, security software, and associated technologies.

• Analyze technical incidents utilizing a systematic troubleshooting methodology to identify resolutions or escalation pathways.

• Provide support to clients and technical partners through live troubleshooting sessions.

• Prioritize high-severity incidents and escalate critical situations to on-call engineers when needed.

• Maintain clear communication with customers throughout the troubleshooting journey, even in high-pressure or challenging circumstances.

• Aid in backup and recovery-related challenges and gain expertise in business continuity and disaster recovery procedures.

• Collaborate with internal support, engineering, and technical teams to resolve intricate issues.

• Accurately document troubleshooting steps, findings, solutions, and escalation details.

• Adhere to established SLAs, support protocols, and incident-management workflows.

• Operate independently during overnight coverage while utilizing escalation channels and internal resources.

• Take responsibility for complex support cases and ensure customer satisfaction while meeting technical and SLA requirements.

⛳️ Requirements

• Around 3+ years of experience in technical support, infrastructure support, systems support, or a comparable technical role.

• Experience functioning at an advanced Tier 2, Tier 2–3, or Tier 3 support level.

• Proficient hands-on knowledge of Windows Server administration and troubleshooting.

• Background in troubleshooting infrastructure, system, or application issues within production settings.

• Solid understanding of networking fundamentals, such as connectivity, TCP/IP, VPNs, and network devices.

• Experience with backup technologies, backup troubleshooting, or recovery workflows.

• Familiarity with security software, security devices, or infrastructure security principles.

• Experience managing technical escalations and high-priority incidents.

• Capability to investigate issues autonomously before escalating.

• Strong customer-facing communication and de-escalation capabilities.

• Ability to articulate technical concepts clearly to both technical and non-technical audiences.

• Excellent problem-solving, analytical, and troubleshooting abilities.

• Capacity to work efficiently in a remote setting with minimal overnight supervision.

• Advanced English proficiency – C1 preferred.

• Must be comfortable conducting live technical discussions with U.S.-based customers and technical teams.

• A stable and reliable high-speed internet connection is essential.

• Candidates should be willing to work independently during overnight hours while adhering to established escalation protocols.

• Candidates must reside in LATAM.

• Relevant technical certifications such as CompTIA Network+, Security+, Microsoft, AWS, or similar infrastructure/cloud certifications are advantageous but not mandatory.

🏝️ Benefits

• Full-time, long-term independent contractor position.

• Permanent overnight schedule.

• Comprehensive onboarding and training, including daytime shadowing.

• Long-term career opportunity.

• Dedicated role supporting a U.S.-based technical environment.