Tier 3 Technical Support Engineer

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 ideal 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 i