Agent L2/L3 Technical Support Specialist at Agent providing advanced technical support to partners, resellers, and direct customers. Focuses on troubleshooting, bug investigation, and resolving complex escalations.
Responsibilities
We are looking for an experienced L2/L3 Technical Support Specialist to join a growing technology company and provide advanced technical support to partners, resellers, and direct customers.
This role will focus on investigating technical issues, troubleshooting product-related bugs, analyzing system logs, and resolving complex support escalations. The ideal candidate has a strong technical troubleshooting background, excellent written and spoken English, and the ability to work independently in a remote, fast-paced environment.
This is a hands-on technical support position, not a software development role. You will serve as an escalation point for issues that require deeper technical investigation beyond standard customer support.
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 the appropriate internal teams.
Manage technical escalations from partner and reseller channels, as well as technical support inquiries escalated by the Customer Support team through Intercom.
Communicate technical findings, troubleshooting steps, and resolution updates clearly 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 properly tracked through resolution.
Occasionally join calls with customers or partners when technical discussions require direct communication.
Qualification
Familiarity with DNSExcellent written and spoken EnglishStrong analyticalMust be based in Latin AmericaTechnical Skills & KnowledgeDNS configuration and troubleshootingSMTP and email delivery protocolsCold email infrastructure and platformsSaaS technical support
Required
3+ years of experience in Technical Support, preferably in L2/L3 support, SaaS, email technology, or a related technical environment.
Demonstrated experience troubleshooting complex technical issues, investigating bugs, and analyzing system logs.
Strong understanding of networking and email-related technologies.
Familiarity with DNS, SMTP, email infrastructure, and cold email systems is highly preferred.
Experience supporting technical products, SaaS platforms, or partner/reseller ecosystems.
Excellent written and spoken English, with the ability to explain technical issues clearly to both technical and non-technical stakeholders.
Comfortable handling escalations independently and communicating primarily through Slack, email, and messaging platforms.
Strong analytical, investigative, and problem-solving skills.
Able to work full-time during US business hours.
Must be based in Latin America.
Technical Skills & Knowledge
L2/L3 technical troubleshooting and escalation management
