Tier 3 Technical Support Engineer

About the Role

We are looking for an experienced Tier 3 Technical Support Engineer to join a highly technical support environment focused on infrastructure, backup, networking, and business continuity solutions.

This is a customer-facing role for someone who enjoys solving complex technical problems, working independently, and supporting customers during high-impact incidents.

You will be part of a dedicated technical support team providing overnight coverage for a U.S.-based organization. The ideal candidate combines strong infrastructure troubleshooting skills with excellent communication, sound judgment, and the ability to remain calm in high-pressure situations.

This is a full-time, long-term independent contractor opportunity for professionals based in LATAM.

What You’ll Do

• Provide advanced Tier 2/Tier 3 technical support for complex infrastructure and system-related issues.

• Troubleshoot backup failures, Windows Server issues, network connectivity, VPNs, security software, and related technologies.

• Investigate technical incidents using a structured troubleshooting approach and determine appropriate resolution or escalation paths.

• Support customers and technical partners through live troubleshooting sessions.

• Triage high-priority incidents and escalate critical cases to on-call engineers when necessary.

• Communicate clearly with customers throughout the troubleshooting process, including during high-impact or stressful situations.

• Assist with backup and recovery-related issues and gradually develop expertise in business continuity and disaster recovery workflows.

• Collaborate with internal support, engineering, and technical teams to resolve complex issues.

• Document troubleshooting steps, findings, resolutions, and escalation details.

• Follow established SLAs, support procedures, and incident-management processes.

• Work independently during overnight coverage while effectively using available escalation channels and internal resources.

What We’re Looking For

• Approximately 3+ years of experience in technical support, infrastructure support, systems support, or a similar technical role.

• Experience operating at an advanced Tier 2, Tier 2–3, or Tier 3 support level.

• Strong hands-on knowledge of Windows Server administration and troubleshooting.

• Experience troubleshooting infrastructure, system, or application issues in production environments.

• Working knowledge of networking fundamentals, including connectivity, TCP/IP, VPNs, and network appliances.

• Experience with backup technologies, backup troubleshooting, or recovery processes.

• Familiarity with security software, security appliances, or infrastructure security concepts.

• Experience handling technical escalations and high-priority incidents.

• Ability to investigate issues independently before escalating.

• Strong customer-facing communication and de-escalation skills.

• Ability to explain technical concepts clearly to both technical and non-technical stakeholders.

• Strong problem-solving, analytical, and troubleshooting skills.

• Ability to work effectively in a remote environment with limited overnight supervision.

English Requirement

• Advanced English proficiency – C1 preferred.

• You must be comfortable conducting live technical conversations with U.S.-based customers and technical teams.

• Strong written and verbal communication skills are essential, particularly when handling escalations and critical incidents.

Nice to Have

Experience in one or more of the following areas would be highly valuable:

• Managed Service Provider (MSP) environments

• Business Continuity & Disaster Recovery (BCDR)

• Backup and recovery platforms

• Disaster recovery workflows

• Infrastructure monitoring

• Network or security appliances

• Cloud infrastructure

• Linux environments

• SaaS technical support

• Technical support for enterprise customers

• AWS, Azure, or similar cloud technologies

Relevant technical certifications such as CompTIA Network+, Security+, Microsoft, AWS, or similar infrastructure/cloud certifications are a plus but are not required.

Schedule

• Full-time, 40 hours per week

• Monday through Friday

• Approximately 9:00 PM to 6:00 AM Eastern Time, including a one-hour break

• This is a permanent overnight schedule

• Initial onboarding and training may include daytime shadowing before transitioning fully to the overnight schedule

Working Conditions

• 100% remote

• Candidates must be based in LATAM

• Independent contractor arrangement

• Long-term opportunity

• Dedicated assignment supporting a U.S.-based technical environment

• Stable, reliable high-speed internet connection is required

• Candidates must be comfortable working independently during overnight hours while following established escalation procedures

What Success Looks Like

You will be successful in this role if you can:

• Take ownership of technically complex support cases.

• Troubleshoot systematically rather than simply respond to alerts.

• Identify the difference between an issue you can resolve independently and one that requires escalation.

• Communicate calmly and clearly with customers during critical situations.

• Provide useful technical context when escalating incidents.

• Build deeper expertise in backup, recovery, and disaster recovery technologies over time.

• Maintain a strong customer experience while meeting technical and SLA expectations.

Why Join Us?

This is an opportunity to work in a highly technical support environment where you can deepen your expertise in infrastructure, backup, networking, and disaster recovery while collaborating with experienced technical teams.

You’ll have the opportunity to take ownership of complex incidents, strengthen your Tier 3 troubleshooting skills, and contribute to a growing international support operation.