Agent

L2/L3 Technical Support

Latin America, Remote. Posted 4 days ago

The role

This person will provide advanced technical support to partners, resellers, and direct customers. They will investigate technical issues, troubleshoot product-related bugs, and analyze system logs.

What you will do

  • Handle Level 2 and Level 3 technical support escalations from partners, resellers, and direct customers.
  • Investigate technical issues, reproduce bugs, analyze system logs, and identify potential root causes.
  • Troubleshoot complex product and platform-related issues and coordinate findings with internal teams.
  • Manage technical escalations from partner and reseller channels and Customer Support team via Intercom.
  • Communicate technical findings, troubleshooting steps, and resolution updates through Slack, email, and messaging channels.
  • Document investigations, recurring issues, and troubleshooting procedures.
  • Follow up on unresolved issues and ensure escalations are tracked through resolution.
  • Occasionally join calls with customers or partners for technical discussions.

Required qualifications

  • 3+ years of experience in Technical Support
  • Demonstrated experience troubleshooting complex technical issues, investigating bugs, and analyzing system logs
  • Strong understanding of networking and email-related technologies
  • Experience supporting technical products, SaaS platforms, or partner/reseller ecosystems
  • Excellent written and spoken English
  • Ability to work full-time during US business hours
  • Must be based in Latin America
  • L2/L3 technical troubleshooting and escalation management
  • Bug investigation and root-cause analysis
  • System log analysis
  • Technical documentation and incident reporting
  • Strong written and verbal English communication

Nice to have

  • L2/L3 support, SaaS, email technology, or a related technical environment
  • Familiarity with DNS, SMTP, email infrastructure, and cold email systems
  • DNS configuration and troubleshooting
  • SMTP and email delivery protocols
  • Cold email infrastructure and platforms
  • SaaS technical support
  • Intercom or similar customer support platforms
  • Slack and other remote collaboration tools

About the company

agent is a growing technology company.