L2/L3 Technical Support, MailPool

Job not on LinkedIn

🔥 1 hour ago

💃 Latin America – Remote

💵 $1.5k - $2k / month

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 7%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Agent

WebsiteLinkedInAll Job Openings

1 - 10 employees

🤝 B2B

🎯 Recruiter

B2B • Recruitment

Agent is a staffing and recruiting company that focuses on helping businesses hire top-tier, specialty, and senior talent from around the globe. With expertise in recruitment, outsourcing, remote outsourcing, and virtual staffing, Agent provides solutions tailored to meet the diverse hiring needs of its clients.

📋 Description

• 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 appropriate internal teams • Manage technical escalations from partner and reseller channels and inquiries escalated by Customer Support through Intercom • Communicate technical findings, troubleshooting steps, and resolution updates 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 tracked through resolution • Occasionally join customer or partner calls when technical discussions require direct communication

🎯 Requirements

• 3+ years of experience in Technical Support, preferably L2/L3 support, SaaS, email technology, or a related technical environment • 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 highly preferred • Experience supporting technical products, SaaS platforms, or partner/reseller ecosystems • Excellent written and spoken English • Ability to explain technical issues clearly to technical and non-technical stakeholders • Comfortable handling escalations independently and communicating through Slack, email, and messaging platforms • Strong analytical, investigative, and problem-solving skills • Ability to work full-time during US business hours • Must be based in Latin America • 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 • DNS configuration and troubleshooting preferred • SMTP and email delivery protocols preferred • Cold email infrastructure and platforms preferred • SaaS technical support preferred • Intercom or similar customer support platforms preferred • Slack and other remote collaboration tools preferred

🏖️ Benefits

• Remote work • Full-time schedule aligned with US business hours • Direct hire engagement • Independent contractor flexibility, with freedom to manage work terms (application form notes contractor is responsible for own equipment, taxes, and benefits)

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