Remote Tech Support Specialist - API & Salesforce

Pearl; Central Luzon; Remote; PHP 420,000 - 620,000; Full time

Benefits offered by this job

Fully remote work from anywhere in PH

HMO after 3 months for full-time staff

Generous PTO

Job summary

Pearl is hiring a Tech Support Specialist to own front-line triage for an API-driven healthcare platform serving US-based clients in a HIPAA environment. This is a fully remote role within the Philippines, with a PST-aligned schedule (7:00 AM–4:00 PM) Sunday to Thursday during training and later PST alignment.

You will review API payloads, classify issues, and provide complete escalations to Tier 2. Expect 20–30 tickets daily and about 10 inbound calls, plus ongoing migration from Zendesk to

Qualifications

• 3+ years in customer or technical support with Tier 2 exposure.
• Experience troubleshooting API/integration issues and reviewing client payloads.
• Salesforce experience in a support context (6+ months active).
• Experience handling 20+ tickets daily in a structured ticketing system.
• Live US-based phone support with English (C1+).

Responsibilities

• Technical Triage & Escalation: Review client‑submitted API payloads to identify missing or incorrect fields, run first‑line troubleshooting, and classify issues as bug, user error, or configuration problem.
• Ticket Management: Manage 20–30 tickets daily with clear responses, maintain ticket hygiene, and close resolved issues promptly.
• Phone Support: Handle ~10 inbound calls per day, resolve questions in real time for US-based clients, and translate findings for non-technical callers.
• Platform Migration & Tool Adoption: Support migration from Zendesk to Salesforce and adapt to evolving support tools and processes.

Skills

API troubleshooting

Customer support

Tier 2 escalation

US client support

CRM/Salesforce

Tools

Salesforce

Zendesk

Freshdesk

Job description

Pearl is hiring a Tech Support Specialist to own front-line triage for an API-driven healthcare platform serving US-based clients in a HIPAA environment. This is a fully remote role within the Philippines, with a PST-aligned schedule (7:00 AM–4:00 PM) Sunday to Thursday during training and later PST alignment.

You will review API payloads, classify issues, and provide complete escalations to Tier 2. Expect 20–30 tickets daily and about 10 inbound calls, plus ongoing migration from Zendesk to