Job Summary

Global MNC Tech is seeking a highly skilled and customer-focused Remote Technical Support Engineer – L3 (English/Spanish) to join our global IT support team. In this advanced support role, you will serve as a senior technical expert responsible for resolving complex technical issues, providing escalated support, and ensuring high service availability for our enterprise clients across multiple regions.

As a Level 3 engineer, you will play a critical role in incident management, root cause analysis, and continuous service improvement. You will collaborate closely with Level 1 and Level 2 teams, engineering, product, and infrastructure teams to deliver reliable, scalable, and high-quality technical solutions while maintaining exceptional customer satisfaction.

Key Responsibilities

• Act as the final escalation point for complex technical incidents and service requests.

• Diagnose, troubleshoot, and resolve advanced hardware, software, network, and system issues.

• Provide bilingual technical support in English and Spanish for global customers.

• Perform root cause analysis (RCA) and implement permanent fixes to recurring issues.

• Work closely with engineering and product teams to identify bugs, system gaps, and improvement opportunities.

• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.

• Mentor and support L1 and L2 engineers by sharing best practices and technical expertise.

• Monitor system performance and proactively identify potential risks or failures.

• Ensure compliance with SLAs, ITIL processes, and security standards.

• Participate in on-call rotations and handle critical incidents when required.

Required Skills and Qualifications

• Strong expertise in enterprise IT support and system troubleshooting.

• Proficiency in English and Spanish (spoken and written).

• Advanced knowledge of operating systems (Windows, Linux, macOS).

• Solid understanding of networking concepts (TCP/IP, DNS, VPN, firewalls).

• Experience with cloud platforms (AWS, Azure, or Google Cloud).

• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, or similar).

• Excellent analytical, problem-solving, and decision-making skills.

• Strong communication skills with the ability to explain technical concepts to non-technical users.

Experience

• 4–7 years of experience in technical support, IT operations, or system administration.

• At least 2 years in a Level 3 / senior support role.

• Experience supporting enterprise customers or large-scale systems is highly preferred.

• Prior experience in remote/global support environments is an advantage.

Working Hours

• Full-time, remote position.

• Flexible shifts depending on global coverage requirements.

• May include rotational shifts, weekends, or on-call support for critical incidents.

Knowledge, Skills and Abilities

• In-depth understanding of ITIL frameworks and incident management processes.

• Ability to manage high-pressure situations and critical outages.

• Strong documentation and reporting skills.

• Ability to work independently in a remote environment.

• High attention to detail and commitment to service quality.

• Strong collaboration skills across multicultural and cross-functional teams.

Benefits

• Competitive salary with performance-based incentives.

• 100% remote work flexibility.

• Health insurance and wellness programs.

• Paid time off and holiday benefits.

• Continuous learning and professional development opportunities.

• Access to global projects and cutting-edge technologies.

• Career growth and leadership opportunities within a multinational environment.

Why Join Global MNC Tech?

At Global MNC Tech, we empower our employees to innovate, grow, and make a real impact. You will be part of a diverse and inclusive global team, working with world-class professionals and enterprise clients. We offer a culture of continuous learning, technical excellence, and long-term career growth, making this the ideal opportunity for professionals who want to advance their careers in a truly global technology environment.

How to Apply

Interested candidates are invited to submit their updated resume along with a brief cover letter highlighting their technical expertise and bilingual experience (English/Spanish).