Technical Support Engineer (L2)

Location: Latin America Workplace: Remote The company is a service for managing email outreach infrastructure. We help customers register and connect domains, create mailboxes, and configure them to work with email-sending tools. We are looking for two experienced technical support engineers who enjoy understanding how a product works, finding the causes of unusual issues, and gradually getting more involved in software development. ABOUT THE ROLE You will work at the intersection of customer support and the engineering team: handling complex support requests, carrying out technical diagnostics, and seeing issues through to resolution. First-line support handles routine questions. Your responsibility will be cases that require examining logs, checking settings, understanding API behavior, or reading code. If a solution requires changes to the product or infrastructure, you will pass your investigation findings to developers and help verify the fix. WHAT YOU WILL DO • Investigate technical support requests: reproduce issues, test hypotheses, and identify their root causes. • Diagnose problems with domain registration and verification, DNS records, and the creation and connection of mailboxes. • Investigate integration failures involving email providers and email outreach services, as well as authentication and access errors. • Investigate issues with email sending and deliverability. • Work with logs, APIs, internal tools, and data; write small scripts for diagnostics and automation. • Resolve support requests independently within your scope of responsibility; involve developers or external provider support when needed. • Clearly explain to customers and colleagues what is happening and what the next steps are. • Contribute to the knowledge base, improve instructions, and hand over unresolved investigations to the next shift. EXAMPLES OF TASKS • Mailboxes have been created, but the required MX and SPF records have not appeared. • A domain fails verification or is already linked to another Microsoft 365 tenant. • After access permissions are changed, a mailbox stops connecting to an external service. • A customer reports email deliverability problems: you need to gather information and investigate possible causes. • The subscription status reported by a provider does not match the state of the mailboxes in the product. WHAT WE ARE LOOKING FOR • Experience in L2/L3 technical support, SaaS operations/support, system administration, or software development involving troubleshooting of user-reported issues. • Ability to investigate issues independently: gather facts, isolate the problem, and verify the solution. • Understanding of HTTP, REST APIs, JSON, authentication principles, and how web services interact. • Confidence working with logs, the command line, and tools such as curl or Postman. • Ability to read other people’s code and write small scripts in at least one programming language. JavaScript/TypeScript is especially useful. • Basic SQL knowledge and the ability to work carefully with data. • Understanding of DNS and the fundamentals of how email works. • English sufficient for written communication with customers, providers, and the team, as well as reading documentation. • A responsible approach: honoring shift commitments, keeping request statuses up to date, and following tasks through to completion. NICE TO HAVE • Experience at a domain registrar, hosting provider, email service, or email outreach platform. • Experience working with Google Workspace, Microsoft 365, and Cloudflare. • Knowledge of SMTP, IMAP, SPF, DKIM, and DMARC, plus hands-on experience troubleshooting deliverability. • Experience with cloud platforms, monitoring, Git, Node.js, or NestJS.