Remote L3 Service Engineer

HireLATAM

2 days ago

Salary: $3k – $4k
Workplace: Remote
Type: Full-time
Department: Engineering
Source: RecruiterFlow

Description

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote L3 Service Engineer (100% Work From Home)

Location: Remote from Latin America

Position Type: Full Time

Salary: $3,000 – $4,000 USD/month (commensurate with experience)

Schedule: Monday – Friday, 8:00 AM – 5:00 PM US Pacific Time (PST)

Position Overview

Our Client is a performance-driven Managed Service Provider (MSP) based in Los Angeles, delivering comprehensive IT support, cloud infrastructure, cybersecurity, and technology consulting to small and mid-sized businesses. Operating under the Entrepreneurial Operating System (EOS), they thrive on clear expectations, measurable goals, documented processes, and accountability. Built around core values of Caring, a Can-Do Attitude, Forward Thinking, and Team Player dynamics, they foster a culture where technical excellence, professional growth, and healthy work-life balance seamlessly coexist.

The Role

Our Client is seeking a high-caliber, technically advanced L3 Service Engineer to serve as a senior technical authority, subject matter expert, and escalation anchor across the organization. Beyond handling complex, high-priority incident resolutions, this professional serves as a true technical leader—driving root-cause analysis for recurring outages, establishing infrastructure standards, and mentoring junior and mid-level engineers. This role is ideal for a battle-tested MSP professional who excels under high-pressure scenarios, takes pride in engineering process maturity, and thrives on elevating team-wide technical capabilities.

Key Responsibilities

Senior Technical Escalation & Incident Management

Serves as the ultimate technical escalation point for L1 and L2 Service Engineers, leading the resolution of critical incidents, high-priority escalations, and complex multi-system outages.
Diagnoses and resolves senior-level technical issues across Microsoft 365, Active Directory, Entra ID, Intune, hybrid server environments, cloud virtualization, network firewalls, VPNs, backup/DR platforms, and security suites.
Leads formal Root Cause Analysis (RCA) on recurring or major client-impacting technical problems, implementing long-term corrective measures to safeguard system stability.
Participates in advanced infrastructure projects, major system migrations, maintenance cycles, and technical architecture improvements.

Technical Leadership & Team Mentorship

Provides active mentorship, technical coaching, and knowledge sharing to L1 and L2 engineers to elevate overall service team maturity and capability.
Promotes technical consistency, infrastructure standardization, and adherence to established service delivery standards across all client environments.
Partners with Centralized Services, Service Coordinators, and executive leadership to continuously refine technical workflows, SOPs, and knowledge base architecture inside tools like IT Glue or Hudu.

Operational Excellence & Client Service

Maintains proactive, high-level technical communication with executive leadership, client business owners, IT directors, and third-party vendors during major incident resolutions.
Drives strict compliance with Service Level Agreements (SLAs), maintaining impeccable ticket hygiene, time logging, and thorough technical documentation.
Maintains flexible readiness to occasionally support emergency incidents, critical maintenance windows, or high-priority escalations outside of standard business hours.

Qualifications, Skills, and Key Competencies

Required Qualifications

Experience: 6+ years of IT support, systems administration, senior-level troubleshooting, and technical leadership experience; direct experience within a multi-tenant MSP environment is strongly preferred.
Advanced Technical Mastery: Senior-level administration, diagnostic, and architectural skills involving Microsoft 365, Entra ID, Intune, Active Directory, virtualization, advanced networking/firewalls, cybersecurity platforms, and backup/DR disaster recovery frameworks.
Industry Certifications: Relevant active industry certifications are required (e.g., Microsoft Certified Systems Engineer/Administrator, Advanced CompTIA Security+/Network+, Cisco/CCNA, or equivalent cloud/security credentials).
PSA / RMM Toolset Proficiency: Extensive experience navigating PSA/ticketing systems (ConnectWise Manage, HaloPSA, Autotask), RMM tools (NinjaOne, Datto RMM, ConnectWise Automate), and documentation hubs (IT Glue, Hudu).
Crisis Management & Mentorship: Demonstrated history of leading major incident responses calmly and effectively while mentoring junior technical staff.
Language Skills: Flawless written and verbal English communication skills, equipped to interact seamlessly with executive stakeholders and technical teams alike.
Infrastructure: A quiet home office environment equipped with high-speed internet, power/internet backup plans, and reliable hardware for video collaboration and emergency escalation response.

Preferred Qualifications

Experience establishing technical standards, SOP frameworks, and operational automation policies inside an MSP running on EOS.
Advanced cybersecurity, cloud architecture (Azure/AWS), or specialized disaster recovery expertise.

Benefits

Incentivized Compensation: Competitive salary structured for senior-level engineering talent, supported by certification reimbursement programs.
Professional Leadership Scope: High autonomy to shape technical standards, mentor engineering teams, and directly influence operational excellence.
EOS Operational Culture: Work within a highly organized, performance-driven firm that values accountability, process efficiency, and healthy personal boundaries.
100% Remote Infrastructure: Predictable full-time hours (M-F, 8-5 PST) executed alongside a top-tier US IT leadership team.

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.

Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!

Skills

AWSAzureCybersecurityComplianceCompTIACCNA