L2/L3 Technical Support with MailPool

Agent

4d • Remote

About The Position

We are looking for an experienced L2/L3 Technical Support Specialist to provide advanced technical support to partners, resellers, and direct customers. This hands-on technical support role focuses on investigating technical issues, troubleshooting product-related bugs, analyzing system logs, and resolving complex escalations. It is not a software development role. The specialist serves as an escalation point for issues requiring deeper technical investigation beyond standard customer support, working independently in a remote, fast-paced environment.

Requirements

• At least 3 years of experience in Technical Support; L2/L3 support, SaaS, email technology, or a related technical environment is preferred.
• 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, with the ability to explain technical issues clearly to technical and non-technical stakeholders.
• Ability to handle escalations independently and communicate primarily through Slack, email, and messaging platforms.
• Strong analytical, investigative, and problem-solving skills.
• Ability to work full-time during US business hours.
• Must be based in Latin America.
• Experience with L2/L3 technical troubleshooting and escalation management, bug investigation and root-cause analysis, system log analysis, and technical documentation and incident reporting.

Nice To Haves

• 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.

Responsibilities

• 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 appropriate internal teams.
• Manage technical escalations from partner and reseller channels and inquiries escalated by the Customer Support team through Intercom.
• Communicate technical findings, troubleshooting steps, and resolution updates through Slack, email, and other messaging channels.
• Document investigations, recurring issues, and troubleshooting procedures to improve internal support processes.
• Follow up on unresolved issues and ensure escalations are tracked through resolution.
• Occasionally join calls with customers or partners when technical discussions require direct communication.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed