Remote L2/L3 Support Engineer — Escalations & Troubleshooting

Not specified; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

A growing technology company providing advanced technical support to partners, resellers, and direct customers. The team is fast-paced and remote, seeking a self-sufficient specialist to handle complex escalations.

You will serve as an escalation point for L2/L3 issues, investigate bugs, analyze logs, and coordinate with internal teams for timely resolutions while working US business hours from Latin America, using Slack and Intercom daily.

Qualifications

• 3+ years in L2/L3 technical support, with strong troubleshooting and log analysis skills.
• Experience with DNS, SMTP, and email infrastructure is highly preferred.
• Strong written and verbal English communication.
• Fully remote, working US business hours from Latin America.
• Use Slack and Intercom daily for communication and ticket management.

Responsibilities

• You will serve as an escalation point for L2/L3 technical issues from partners and customers.
• Investigate bugs, analyze logs, and coordinate with internal teams for resolution.

Skills

L2/L3 escalation management

Bug investigation

Root-cause analysis

English communication

Troubleshooting

Tools

Slack

Intercom

Job description

A growing technology company providing advanced technical support to partners, resellers, and direct customers. The team is fast-paced and remote, seeking a self-sufficient specialist to handle complex escalations.

You will serve as an escalation point for L2/L3 issues, investigate bugs, analyze logs, and coordinate with internal teams for timely resolutions while working US business hours from Latin America, using Slack and Intercom daily.