Remote API Support Engineer – Tier 1

Pearl; Metro Manila; Remote; PHP 400,000 - 680,000; Full time

Benefits offered by this job

Fully remote

Health coverage for PH-based talents

Mentorship & growth opportunities

Learning & development

Job summary

Pearl Talent is hiring a Technical Support Specialist to resolve API-related tickets at Tier 1 and reduce escalations. You will request payloads, redact sensitive data, and reproduce issues in Postman, escalating with complete steps when needed.

You will help build a growing knowledge base, support cross-product areas, and maintain timely customer communications while working US business hours in a fully remote role supporting LATAM and Philippines teams.

Qualifications

• 2+ years of technical support experience, including at least 1 year in a Tier 1 role at a SaaS or software company
• Hands-on experience troubleshooting customer-reported REST API errors
• Proficiency in Postman (or cURL / Insomnia) to reproduce API issues
• Track record of escalating tickets to Tier 2 with documented steps to reproduce, error messages, and test results
• Hands-on use of a support ticketing platform (Zendesk, Freshdesk, Intercom, Jira Service Management, or equivalent)
• Availability to work Monday - Friday during US business hours
• English at C1+ (CEFR) for written and verbal client-facing support

Responsibilities

• Triage customer-reported API errors and decide whether to resolve at Tier 1 or escalate
• Request payloads and error details from customers, and redact sensitive information before sharing
• Reproduce API issues in Postman to confirm the root cause before escalation
• Resolve API tickets within Tier 1 scope to reduce escalation volume to Tier 2
• Own and resolve support tickets across all product areas within SLA targets
• Escalate issues outside Tier 1 scope with steps to reproduce, error messages, and tests already run
• Document recurring API issues and troubleshooting workflows in the internal knowledge base
• Track patterns in API escalations and recommend documentation or process fixes
• Set clear expectations on resolution timelines during troubleshooting
• Keep customers updated when their issue moves to Tier 2

Skills

API Troubleshooting

REST API Errors

Postman

Zendesk

Jira Service Management

Communication

Tools

Postman

cURL

Insomnia

Zendesk

Jira Service Management

Job description

Pearl Talent is hiring a Technical Support Specialist to resolve API-related tickets at Tier 1 and reduce escalations. You will request payloads, redact sensitive data, and reproduce issues in Postman, escalating with complete steps when needed.

You will help build a growing knowledge base, support cross-product areas, and maintain timely customer communications while working US business hours in a fully remote role supporting LATAM and Philippines teams.