Remote L2 Technical Support Engineer (Enterprise)

SupportYourApp; México; Remote; MXN 1,130,000 - 1,695,000; Full time

Benefits offered by this job

Fixed schedule

Remote work option

USD compensation

Referral rewards

Health policy

No time-tracking

Job summary

SupportYourApp is a global Intelligent Support-as-a-Service leader partnering with top tech brands and operating in 30+ countries. We are seeking a Technical Support Consultant to lead client onboarding, diagnose complex connectivity issues, and guide IT teams on secure data access across cloud and on-prem environments.

Ideal candidates have 2+ years in technical support for B2B software, strong English skills, and a solid understanding of cloud architectures, security, and troubleshooting.

Qualifications

• 2+ years in Technical Support, Application Support, or Technical Account Management handling B2B software environments.
• Excellent English communication skills (C1+).
• Strong understanding of data storage, security, and access across cloud/on-prem platforms.

Responsibilities

• Act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting.
• Diagnose and resolve connectivity issues to ensure secure metadata collection across client data systems.
• Resolve discovery errors and guide client IT teams on directory fixes.
• Audit service logs and patterns to isolate bugs, misconfigurations, and access issues.
• Translate telemetry into actionable guidance for client IT admins and internal teams.
• Assist IT teams in configuring secure network paths and access permissions for deployment.
• Document, package, and escalate unresolved core product issues to engineering.
• Track recurring issues to recommend product improvements and prevent downtime.
• Provide high-touch, multi-channel technical support (email, tickets, live sessions) to enterprise clients.

Skills

English proficiency

2+ years exp

Cloud/data security basics

Troubleshooting

Customer focus

Interpersonal skills

Tools

LDAP

Active Directory

SQL queries

Linux (Ubuntu)

Kubernetes

kubectl

Job description

SupportYourApp is a global Intelligent Support-as-a-Service leader partnering with top tech brands and operating in 30+ countries. We are seeking a Technical Support Consultant to lead client onboarding, diagnose complex connectivity issues, and guide IT teams on secure data access across cloud and on-prem environments.

Ideal candidates have 2+ years in technical support for B2B software, strong English skills, and a solid understanding of cloud architectures, security, and troubleshooting.