Remote Technical Support Specialist

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

Work From Anywhere in LATAM and the Philippines

Work Schedule: US Timezone (Flexible) | Monday – Friday, overlap with US business hours

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund.

Hear why we exist, what we believe in, and who we’re building for:
Watch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd

About the Client

A fast-growing software company with an expanding base of API-focused customers is looking for a Technical Support Specialist to resolve technical and API-related tickets at Tier 1 and reduce escalations to Tier 2.

The company is moving into more technical customer segments, and API support volume is rising as a result. The support team runs a Tier 1 and Tier 2 structure. This hire will be the most technically capable member of Tier 1 and can grow into a more advanced role over time.

About the Role

Day-to-day, you will own customer tickets across all product areas, with a focus on API errors. You will request payloads, redact sensitive data, and reproduce issues in Postman. Then you will either resolve the ticket yourself or elevate it to Tier 2 with complete steps to reproduce. Success means fewer escalations, faster resolution of API tickets, and a growing internal knowledge base of troubleshooting workflows.

Core Responsibilities

API Troubleshooting & Deflection

• Triage customer-reported API errors and decide whether to resolve at Tier 1 or elevate.
• Request payloads and error details from customers, and redact sensitive information before sharing.
• Reproduce API issues in Postman to confirm the root cause before elevating.
• Resolve API tickets within Tier 1 scope to reduce escalation volume to Tier 2.

Tier 1 Technical Support

• Own and resolve support tickets across all product areas within SLA targets.
• Elevate issues outside Tier 1 scope with steps to reproduce, error messages, and tests already run.
• Respond to customer inquiries through the ticketing system with accurate, timely updates.

Documentation & Knowledge Base

• Document recurring API issues and troubleshooting workflows in the internal knowledge base.
• Track patterns in API escalations and recommend documentation or process fixes.
• Apply resolution paths learned from Tier 2 cases to future tickets.

Customer Communication

• Ask targeted clarifying questions to collect all technical details in the first reply.
• Set clear expectations on resolution timelines during troubleshooting.
• Keep customers updated when their issue moves to Tier 2.

Requirements

Must-Have

• 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, including requesting payloads and redacting sensitive data
• 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)
• Self Self Self Self Self

Nice-to-Have

• Tier 2 technical support experience, even if brief
• Support experience on an API-first or developer-facing product
• Computer science coursework, a coding bootcamp, or API/web technology certifications
• Experience writing knowledge base articles or internal runbooks
• Integration support experience (webhooks, third-party software connections)

Benefits

• Competitive Salary: Based on experience and skills

• Remote Work: Fully remote—work from anywhere
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide

Our Recruitment Process

1. Application
2. Screening
3. Skills Assessment
4. Topgrading Interview
5. Client Interview
6. Job Offer
7. Client Onboarding