Remote L2/L3 Technical Support Specialist (SaaS)

Agent Careers; United States; Remote; USD 17,000 - 22,000; Full time

Job summary

Agent Careers is seeking an experienced L2/L3 Technical Support Specialist to join a growing tech company. This remote role targets Latin America and requires strong English communication, able to work US hours, and hands-on debugging of complex issues.

You will investigate bugs, analyze logs, and escalate to internal teams as needed, while maintaining clear documentation and timely updates to partners, resellers, and customers.

Qualifications

• 3+ years in L2/L3 technical support, SaaS, or related fields.
• Experience troubleshooting complex issues and analyzing system logs.
• Strong English communication.
• Based in Latin America and available during US business hours.

Responsibilities

• Handle L2 and L3 support escalations from partners, resellers, and direct customers.
• Investigate issues, reproduce bugs, analyze logs, identify root causes.
• Troubleshoot product/platform issues and coordinate with internal teams.
• Manage escalations from partner and reseller channels.
• Communicate findings via Slack, email, and other channels.
• Document investigations and procedures to improve support.
• Follow up on unresolved issues and track escalations.
• Join calls with customers or partners for technical discussions.

Skills

L2/L3 support

Networking basics

Email tech

English fluency

Tools

Intercom

Slack

Job description

Agent Careers is seeking an experienced L2/L3 Technical Support Specialist to join a growing tech company. This remote role targets Latin America and requires strong English communication, able to work US hours, and hands-on debugging of complex issues.

You will investigate bugs, analyze logs, and escalate to internal teams as needed, while maintaining clear documentation and timely updates to partners, resellers, and customers.