Remote Overnight Tier 3 Infrastructure Engineer

Jobsity, LLC.; Colombia; À distance; COP 229 161 000 - 343 741 000; Plein temps

Résumé du poste

Jobsity, LLC. is seeking an experienced Tier 3 Technical Support Engineer for 100% remote work from LATAM, supporting a U.S.-based environment focused on infrastructure, backup, networking, and business continuity. This is a long-term contractor role with overnight coverage.

The role involves troubleshooting complex infrastructure issues, guiding customers through live sessions, and collaborating with global engineering teams while maintaining strict SLAs.

Qualifications

• 3+ years in technical support, infrastructure support, systems support, or a similar technical role.
• Experience operating at 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.

Responsabilités

• Provide advanced Tier 2/3 support for complex infrastructure and systems.
• Troubleshoot backup failures, Windows Server, networking, VPNs, security software, and related technologies.
• Investigate incidents using a structured troubleshooting approach and determine resolutions or escalation paths.
• Support customers and technical partners through live troubleshooting sessions.
• Triage high-priority incidents and escalate to on-call engineers when necessary.
• Communicate clearly with customers during troubleshooting, including high-stress situations.
• Document troubleshooting steps, findings, resolutions, and escalation details.
• Follow SLAs, support procedures, and incident-management processes.

Connaissances

Windows Server administration

Networking fundamentals

Backup technologies

Incident management

Troubleshooting

English proficiency

Customer communication

Independent working

Outils

VPNs

Security software

Windows administration tools

Description du poste

Jobsity, LLC. is seeking an experienced Tier 3 Technical Support Engineer for 100% remote work from LATAM, supporting a U.S.-based environment focused on infrastructure, backup, networking, and business continuity. This is a long-term contractor role with overnight coverage.

The role involves troubleshooting complex infrastructure issues, guiding customers through live sessions, and collaborating with global engineering teams while maintaining strict SLAs.