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 idóneo 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 elevate 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

📌 Tier 3 Technical Support Engineer (Colombia)
🏢 Jobsity
📍 Colombia