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 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

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