Remote Technical Support Specialist

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

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 **escalate** 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 **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 **escalate**.


• 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.


• **Escalate** 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.

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)


• Availability to work Monday - Friday during US business hours


• English at C1+ (CEFR) for written and verbal client-facing support

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)

• 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

Ready to Join Us?

If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you.