Technical Support Engineer - AI & API Platform

Boldr; Philippines; On-site; PHP 350,000 - 520,000; Full time

Job summary

Boldr is seeking an experienced Technical Support Specialist in the Philippines to assist developers using an open-weight AI model platform. You will tackle inbound queries—from billing to API errors—via live chat and email, applying SQL, API, and developer-tool expertise to diagnose issues with ownership and customer focus.

You will collaborate with engineering and product teams, build knowledge bases, and ensure high client satisfaction while adapting as the product evolves.

Qualifications

• At least 3 years of working experience in Technical Support, including developers or technical users at a developer-tool, API, or AI-native company.
• Practical working knowledge of SQL to look up usage, billing, and credit data when troubleshooting.
• Working knowledge of REST APIs, API keys, authentication, and rate limits, with comfort reading API docs, error messages, and code samples.
• Experience supporting software, data platforms, or web-based applications.
• Proven experience working with ticket tracking systems like Jira, Zendesk.
• Maintain an open and flexible schedule.
• Ability to manage competing priorities and meet deadlines consistently.
• Strong understanding of how web applications function and how data flows between systems.
• Experience working in a client-facing technical support role (preferred).
• Comfort working with tools such as Google Sheets or similar data analysis tools.
• Strong written and verbal communication skills.
• Experience with usage-based billing or credit systems (preferred).
• Hands-on use of large language model APIs (preferred).
• Experience contributing to process improvements, documentation, or support team foundations.
• Experience at an early-stage company or on a new support team (preferred).
• Available to work US business hours, with flexibility based on operational needs.

Responsibilities

• Provide technical support to developers via live chat and email in Intercom, owning the full range of queries from billing, payments, credits, and token limits to API errors.
• Debug, optimize, and troubleshoot complex API, SDK, and developer toolkit issues, system behaviors, and web-application architectures.
• Clearly communicate resolution timelines, status updates, and next steps to customers with direct leaders and client stakeholders.
• Use sound judgment to resolve issues where no defined process exists, adapting as the product changes.
• Build, maintain and structure technical knowledge bases and SOPs to support the client and contribute to the foundations of the support function, including workflows, documentation, and knowledge-sharing initiatives.
• Identify recurring issues and documentation gaps, and recommend process or system improvements.
• Collaborate with internal engineering and product teams by reproducing issues and escalating confirmed product bugs with clear, concise documentation.
• Maintain high standards of client satisfaction, accuracy, and responsiveness.
• Act as the highest escalation point for complex technical issues, owning every query the AI support agent does not resolve, except confirmed product bugs.
• Hand over open conversations cleanly at the end of each shift.
• Annual cybersecurity refreshers.
• Complete assigned learning courses aligned with Team Captain criteria within the first 90 days and ongoing as part of professional development.

Skills

SQL

APIs

SDKs

Web apps

Developer tools

Intercom

Customer communication

Tools

Intercom

Jira

Zendesk

Google Sheets

Job description

Boldr is seeking an experienced Technical Support Specialist in the Philippines to assist developers using an open-weight AI model platform. You will tackle inbound queries—from billing to API errors—via live chat and email, applying SQL, API, and developer-tool expertise to diagnose issues with ownership and customer focus.

You will collaborate with engineering and product teams, build knowledge bases, and ensure high client satisfaction while adapting as the product evolves.