Global Technical Support Specialist — API & Issue Triage

Agridence Pte Ltd; Manila; Remote; PHP 350,000 - 520,000; Full time

Job summary

Agridence Pte Ltd is seeking a Technical Customer Support Specialist to own how clients get help when something does not work. You will run the help desk, triage issues, troubleshoot API integrations, and translate problems into clear, reproducible tickets for engineers.

You will shape support workflows, hit response and resolution targets, build a knowledge base, and provide updates to clients. This is a hands‑on, remote‑friendly role requiring collaboration across Europe and Asia time zones.

Qualifications

• 2–4 years of experience in technical or application support for a B2B software product.
• Hands‑on experience with Jira or a similar ticketing tool.
• Practical REST API troubleshooting: HTTP status codes, JSON and authentication errors.
• Bug reports that an engineer can act on without a follow‑up conversation.
• Clear written communication, including explaining technical issues clearly.
• Comfort with working hours overlapping Europe and Asia.
• Basic SQL proficiency.
• API testing tools such as Postman.
• Experience with HubSpot or similar help desk platform.
• Exposure to supply chain, traceability or compliance software.
• Track record of meeting KPIs such as first‑response time, resolution time, CSAT.
• Warm, confident writer who can build rapport with clients.

Responsibilities

• Run the help desk, triage, prioritise and track every client issue through to resolution.
• Troubleshoot to root cause, determine data, configuration or product problems, and fix where possible without code.
• Diagnose client API integrations by testing connections, reading requests/responses, and error codes.
• Escalate cleanly by writing Jira tickets for engineers and following up with clients via email or calls.
• Build the knowledge base by turning recurring issues into clear guides.
• Feed the product teams with patterns from support to fix major pain points.
• Meet service levels: hit first-response, resolution and CSAT targets, closing or escalating tickets timely.
• Confirm fixes in production before informing the client it’s resolved.
• Keep clients informed with status updates, timelines and outcomes.
• Log root cause, actions, and next steps on tickets in HubSpot and Jira.
• Able to work in European timezone.

Skills

Jira / ticketing

REST API troubleshooting

Clear written communication

Cross time-zone overlap (EU/ASIA)

Basic SQL

Postman

HubSpot / help desk

KPI / CSAT focus

Remote / distributed work

Effective rapport with clients

Ability to learn domain quickly

Tools

Jira

Postman

HubSpot

Job description

Agridence Pte Ltd is seeking a Technical Customer Support Specialist to own how clients get help when something does not work. You will run the help desk, triage issues, troubleshoot API integrations, and translate problems into clear, reproducible tickets for engineers.

You will shape support workflows, hit response and resolution targets, build a knowledge base, and provide updates to clients. This is a hands‑on, remote‑friendly role requiring collaboration across Europe and Asia time zones.