{"id":3619165,"url":"https://alion.io/job/jobsity-tier-3-technical-support-engineer","title":"Tier 3 Technical Support Engineer","company":{"id":4406858,"name":"Jobsity","domain":"jobsity.com","url":"https://alion.io/company/jobsity-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"contractor","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["AR","BR","CO","MX","AI","AG","AW","BS","BB","BZ","BM","BO","VG","BQ","KY","CL","CR","CW","DM","DO","EC","SV","FK","GF","GD","GP","GT","GY","HT","HN","JM","MQ","MS","NI","PA","PY","PE","PR","KN","LC"],"hiring_countries_total":49,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"TCP/IP","optional":false},{"name":"Windows Server","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Linux","optional":true}],"status":"live","first_seen_at":"2026-11-01T12:04:52Z","employer_posted_date":null,"last_verified_at":"2026-11-01T12:04:52Z","board_verified":false,"closed_at":null,"days_open":8,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":8},"description":"About the RoleWe 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.\nThis is a customer-facing role for someone who enjoys solving complex technical problems, working independently, and supporting customers during high-impact incidents.\nYou 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.\nThis is a full-time, long-term independent contractor opportunity for professionals based in LATAM.\nWhat You’ll Do\nProvide advanced Tier 2/Tier 3 technical support for complex infrastructure and system-related issues.\n\nTroubleshoot backup failures, Windows Server issues, network connectivity, VPNs, security software, and related technologies.\n\nInvestigate technical incidents using a structured troubleshooting approach and determine appropriate resolution or escalation paths.\n\nSupport customers and technical partners through live troubleshooting sessions.\n\nTriage high-priority incidents and escalate critical cases to on-call engineers when necessary.\n\nCommunicate clearly with customers throughout the troubleshooting process, including during high-impact or stressful situations.\n\nAssist with backup and recovery-related issues and gradually develop expertise in business continuity and disaster recovery workflows.\n\nCollaborate with internal support, engineering, and technical teams to resolve complex issues.\n\nDocument troubleshooting steps, findings, resolutions, and escalation details.\n\nFollow established SLAs, support procedures, and incident-management processes.\n\nWork independently during overnight coverage while effectively using available escalation channels and internal resources.\n\nWhat We’re Looking For\nApproximately 3+ years of experience in technical support, infrastructure support, systems support, or a similar technical role.\n\nExperience operating at an advanced Tier 2, Tier 2–3, or Tier 3 support level.\n\nStrong hands-on knowledge of Windows Server administration and troubleshooting.\n\nExperience troubleshooting infrastructure, system, or application issues in production environments.\n\nWorking knowledge of networking fundamentals, including connectivity, TCP/IP, VPNs, and network appliances.\n\nExperience with backup technologies, backup troubleshooting, or recovery processes.\n\nFamiliarity with security software, security appliances, or infrastructure security concepts.\n\nExperience handling technical escalations and high-priority incidents.\n\nAbility to investigate issues independently before escalating.\n\nStrong customer-facing communication and de-escalation skills.\n\nAbility to explain technical concepts clearly to both technical and non-technical stakeholders.\n\nStrong problem-solving, analytical, and troubleshooting skills.\n\nAbility to work effectively in a remote environment with limited overnight supervision.\n\nEnglish Requirement\nAdvanced English proficiency – C1 preferred.\n\nYou must be comfortable conducting live technical conversations with U.S.-based customers and technical teams.\n\nStrong written and verbal communication skills are essential, particularly when handling escalations and critical incidents.\n\nNice to HaveExperience in one or more of the following areas would be highly valuable:\n\nManaged Service Provider (MSP) environments\n\nBusiness Continuity & Disaster Recovery (BCDR)\n\nBackup and recovery platforms\n\nDisaster recovery workflows\n\nInfrastructure monitoring\n\nNetwork or security appliances\n\nCloud infrastructure\n\nLinux environments\n\nSaaS technical support\n\nTechnical support for enterprise customers\n\nAWS, Azure, or similar cloud technologies\n\nRelevant technical certifications such as CompTIA Network+, Security+, Microsoft, AWS, or similar infrastructure/cloud certifications are a plus but are not required.\nSchedule\nFull-time, 40 hours per week\n\nMonday through Friday\n\nApproximately 9:00 PM to 6:00 AM Eastern Time, including a one-hour break\n\nThis is a permanent overnight schedule\n\nInitial onboarding and training may include daytime shadowing before transitioning fully to the overnight schedule\n\nWorking Conditions\n100% remote\n\nCandidates must be based in LATAM\n\nIndependent contractor arrangement\n\nLong-term opportunity\n\nDedicated assignment supporting a U.S.-based technical environment\n\nStable, reliable high-speed internet connection is required\n\nCandidates must be comfortable working independently during overnight hours while following established escalation procedures\n\nWhat Success Looks LikeYou will be successful in this role if you can:\n\nTake ownership of technically complex support cases.\n\nTroubleshoot systematically rather than simply respond to alerts.\n\nIdentify the difference between an issue you can resolve independently and one that requires escalation.\n\nCommunicate calmly and clearly with customers during critical situations.\n\nProvide useful technical context when escalating incidents.\n\nBuild deeper expertise in backup, recovery, and disaster recovery technologies over time.\n\nMaintain a strong customer experience while meeting technical and SLA expectations.\n\nWhy 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.\nYou’ll have the opportunity to take ownership of complex incidents, strengthen your Tier 3 troubleshooting skills, and contribute to a growing international support operation.\nOriginally posted on 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