Remote SaaS Support Specialist (API & JSON)

Hammerjack Pty Ltd; Philippines; On-site; PHP 335,000 - 558,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Technical Support Specialist to provide remote customer support for SaaS products. The role emphasizes troubleshooting, API interpretation, and clear communication with clients.

You will work with cross-functional teams, gather diagnostic information, read JSON, and guide customers through issue resolution. This position suits strong communicators who think critically and can work independently in a remote-capable setting.

Qualifications

• 2–4 years of experience in technical support (SaaS, eCommerce, or similar environments).
• Proven experience troubleshooting technical issues, not limited to scripted support.
• Strong written and verbal English communication.
• Strong critical thinking and problem-solving ability.
• Experience using helpdesk/ticketing platforms (Zendesk, Freshdesk, ServiceNow).
• Non-technical customer service backgrounds may not be suitable.

Responsibilities

• Provide technical support via chat and ticketing platforms.
• Troubleshoot issues by gathering information, replicating problems, and identifying root causes.
• Interpret API responses to assist in debugging.
• Read and understand JSON structures to support analysis.
• Explain technical issues clearly to customers.
• Collaborate with Product and Engineering on escalations.
• Contribute to knowledge base documentation and process improvements.
• Baseline APIs understanding and JSON reading capability.

Skills

Technical Support

SaaS Experience

Troubleshooting

English Proficiency

Ticketing Systems

API Basics

JSON Parsing

Communication Skills

Tools

Zendesk

Freshdesk

ServiceNow

Postman

Insomnia

Job description

Hammerjack Pty Ltd in the Philippines is seeking a Technical Support Specialist to provide remote customer support for SaaS products. The role emphasizes troubleshooting, API interpretation, and clear communication with clients.

You will work with cross-functional teams, gather diagnostic information, read JSON, and guide customers through issue resolution. This position suits strong communicators who think critically and can work independently in a remote-capable setting.