L2/L3 Technical Support with MailPool

Role overview Provide advanced, hands-on technical support for a technology product, taking escalations that need deeper investigation than routine customer service. You will work with partners, resellers, and direct customers to diagnose issues, coordinate findings with internal teams, and follow cases through resolution. This is a support role rather than a software development position.

Responsibilities - Own Level 2 and Level 3 escalations from customers, partners, resellers, and the customer support team. - Reproduce reported bugs, inspect system logs, investigate platform behavior, and identify likely causes. - Share technical findings and resolution updates through written channels, and join calls when needed. - Coordinate investigations with relevant internal teams and keep unresolved cases moving toward closure. - Record investigation details, recurring problems, and troubleshooting steps to improve support practices.

Requirements - At least three years of technical support experience, ideally involving escalations, SaaS, or email technology. - Demonstrated ability to investigate complex issues, analyze logs, and manage escalations through resolution. - Working knowledge of networking and email-related technologies. - Strong written and spoken English, including the ability to explain technical issues to different audiences. - Analytical problem-solving skills and the ability to work independently in a remote setting. - Residence in Latin America and availability to work full time during US business hours.

Nice to have - Familiarity with DNS configuration, SMTP, email delivery, or cold-email infrastructure. - Experience supporting SaaS products or partner and reseller networks. - Use of customer support and remote collaboration tools such as Intercom and Slack.

Benefits and work setup - Remote role for candidates based in Latin America, with a full-time schedule aligned to US business hours. - Monthly compensation is listed at $1,500–$2,000, depending on experience.