L3 Support Engineer- LATAM (Remote)

Job Description

Horizons is seeking a L3 Support Engineer to join their team and help power borderless teams. Horizons builds infrastructure to handle global payroll, benefits, taxes, and compliance, enabling businesses to hire anyone anywhere. The ideal candidate will be responsible for handling advanced product support requests, running SQL queries, maintaining the knowledge base, and collaborating with engineering and product teams.Role involves:

• Handling advanced product support requests from customers.
• Running SQL queries to investigate and solve technical issues.
• Maintaining and updating the internal knowledge base.
• Documenting common issues and resolutions clearly.
• Collaborating with engineering and product teams to report bugs.
• Identifying patterns in support cases to suggest product improvements.
• Providing clear, professional communication to users.
• Supporting internal teams with product insights and data.

Requirements:

• Proficient in SQL for database queries and troubleshooting.
• Fluent English, both spoken and written.
• Solid troubleshooting and problem-solving abilities.
• Ability to explain technical issues to non-technical users.
• Experience working in technical support or SaaS environments.
• Experience with Python scripting or Power BI is a strong plus.
• Organized, detail-oriented, and proactive in follow-ups.
• Team player with a customer-first mindset.

Horizons offers:

• A competitive salary
• An asynchronous working environment
• A Remote-First company environment (or Hybrid)
• The ability to work from abroad for a short period of time
• Growth opportunities within the company
• Necessary hardware to succeed from day one