Remote API Support Specialist (Tier 1)

Pearl; Manila; Remote; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Remote work

Health coverage for PH-based talents

Mentorship

Learning & Development

Global networking

Job summary

Pearl Talent is hiring a Technical Support Specialist to handle API-focused tickets at Tier 1, with potential growth to Tier 2. You will reproduce issues in Postman, request payloads, and redact sensitive data while reducing escalations.

This fully remote role offers flexible hours aligned to US time zones and an international client base. You will document solutions, contribute to internal knowledge, and maintain SLA targets while supporting API-driven products for startups in the US and EU.

Qualifications

• 2+ years in technical support for SaaS or software.
• Hands-on REST API troubleshooting and error reproduction.
• Experience with Postman or similar tools to reproduce issues.
• Ability to escalate with steps to reproduce and tests.
• Familiarity with common ticketing platforms.

Responsibilities

• Triage API errors and decide Tier 1 or Tier 2 handling.
• Request payloads, redact sensitive data, reproduce in Postman.
• Resolve Tier 1 API tickets and reduce escalations.
• Document recurring issues in the knowledge base.
• Communicate with customers with clear expectations on timelines.

Skills

REST API troubleshooting

Postman proficiency

Ticketing systems

Customer communication

Escalation to Tier 2

SLA awareness

Tools

Postman

cURL

Insomnia

Zendesk

Freshdesk

Jira Service Management

Job description

Pearl Talent is hiring a Technical Support Specialist to handle API-focused tickets at Tier 1, with potential growth to Tier 2. You will reproduce issues in Postman, request payloads, and redact sensitive data while reducing escalations.

This fully remote role offers flexible hours aligned to US time zones and an international client base. You will document solutions, contribute to internal knowledge, and maintain SLA targets while supporting API-driven products for startups in the US and EU.