(Fluent English) L2 Technical Support Consultant (LATAM)

SupportYourApp

1d • Remote

About The Position

SupportYourApp is a global Intelligent Support-as-a-Service provider that partners with technology companies and industry leaders in more than 30 countries. The company delivers customer and technical support in 60 languages across diverse industries. The L2 Technical Support Consultant provides technical support for a client in a multicultural, multilingual, fully remote setting, using a customer-focused approach and working toward challenging goals.

The consultant handles customer-reported technical issues through email, phone, and chat; takes ownership of issues and triages them; investigates and resolves technical inquiries and feedback; and escalates issues to internal teams and stakeholders according to established procedures. The role also involves documenting failures, maintenance activities, and bugs, maintaining support knowledge and documentation, and complying with service-level agreements. Specific engagement terms, including compensation, benefits, and work conditions, will be provided in the agreement if selected.

Requirements

• Excellent English communication skills at C1 level for both spoken and written English.
• At least 1–2 years of proven experience in a Technical Support Engineer, Systems Administrator, or Advanced Support Specialist role.
• Hands-on experience with Windows and Linux operating systems, with a strong emphasis on command-line interface (CLI) and terminal-based management.
• Hands-on experience diagnosing, troubleshooting, and resolving hardware-related issues in technical environments.
• Solid understanding of hardware and software interactions and how system components work together to ensure functionality and performance.
• Experience navigating and analyzing system logs, extracting relevant information, and interpreting data to identify and diagnose technical issues.
• Strong troubleshooting and analytical skills, including the ability to investigate complex issues, adapt to changing situations, and identify effective solutions.
• Customer-oriented and responsible attitude.
• A personal computer with at least 8 GB of RAM and a stable internet connection of at least 50 Mbps download and 40 Mbps upload.

Nice To Haves

• Experience with UAV/UAS systems, flight controllers, or embedded hardware.
• Hands-on experience with network-related architecture and cloud-based systems.
• Experience with and understanding of firewalls and port configuration.
• Experience with remote hardware debugging and low-level system diagnostic tools.

Responsibilities

• Provide technical support via email, phone calls, and chat.
• Take ownership of customer-reported technical issues and triage them as needed.
• Analyze and resolve customer inquiries involving technical issues or feedback.
• Escalate issues to relevant internal teams and key stakeholders according to established procedures.
• Maintain accurate records of failures, maintenance activities, and bugs.
• Contribute to and maintain the support knowledge base and related documentation.
• Ensure compliance with the company’s Service Level Agreements (SLAs).

Benefits

• Flexible schedule.
• Opportunity to work fully remotely.
• Inclusive international environment.
• Compensation in USD.
• Rewards for referring friends.
• Balance between project workload and personal time, along with an internal health policy.
• Responsive leadership interested in employee development and long-lasting cooperation.
• Conditions that support self-development.
• A culture built on trust, with no time-tracking requirements.

What This Job Offers

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