Tier 3 Technical Support Engineer

Job not on LinkedIn

🔥 13 hours ago

💃 Latin America – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.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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Jobsity

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Jobsity is a nearshore IT staffing and BPO services company that provides pre-vetted, dedicated software developers and support staff across the software development lifecycle. They deliver end-to-end hiring solutions—handling recruitment, onboarding, payroll, equipment, and employment law—while matching talent in overlapping time zones from 20+ Latin American countries to act as extensions of client teams.

📋 Description

• Provide advanced Tier 2/Tier 3 technical support for complex infrastructure and system-related issues • Troubleshoot backup failures, Windows Server issues, network connectivity, VPNs, security software, and related technologies • Investigate technical incidents using a structured troubleshooting approach and determine resolution or escalation paths • Support customers and technical partners through live troubleshooting sessions • Triage high-priority incidents and escalate critical cases to on-call engineers when necessary • Communicate clearly with customers throughout the troubleshooting process, including during high-impact or stressful situations • Assist with backup and recovery-related issues and develop expertise in business continuity and disaster recovery workflows • Collaborate with internal support, engineering, and technical teams to resolve complex issues • Document troubleshooting steps, findings, resolutions, and escalation details • Follow established SLAs, support procedures, and incident-management processes • Work independently during overnight coverage while using escalation channels and internal resources • Take ownership of complex support cases and maintain customer experience while meeting technical and SLA expectations

🎯 Requirements

• Approximately 3+ years of experience in technical support, infrastructure support, systems support, or a similar technical role • Experience operating at an advanced Tier 2, Tier 2–3, or Tier 3 support level • Strong hands-on knowledge of Windows Server administration and troubleshooting • Experience troubleshooting infrastructure, system, or application issues in production environments • Working knowledge of networking fundamentals, including connectivity, TCP/IP, VPNs, and network appliances • Experience with backup technologies, backup troubleshooting, or recovery processes • Familiarity with security software, security appliances, or infrastructure security concepts • Experience handling technical escalations and high-priority incidents • Ability to investigate issues independently before escalating • Strong customer-facing communication and de-escalation skills • Ability to explain technical concepts clearly to both technical and non-technical stakeholders • Strong problem-solving, analytical, and troubleshooting skills • Ability to work effectively in a remote environment with limited overnight supervision • Advanced English proficiency – C1 preferred • Must be comfortable conducting live technical conversations with U.S.-based customers and technical teams • Stable, reliable high-speed internet connection is required • Candidates must be comfortable working independently during overnight hours while following established escalation procedures • Candidates must be based in LATAM • Relevant technical certifications such as CompTIA Network+, Security+, Microsoft, AWS, or similar infrastructure/cloud certifications are a plus but are not required

🏖️ Benefits

• Full-time, long-term independent contractor opportunity • Permanent overnight schedule • Initial onboarding and training, including daytime shadowing • Long-term opportunity • Dedicated assignment supporting a U.S.-based technical environment