Remote Technical Solutions Specialist SaaS API Escalations

Amplify; United States; Remote; USD 17,000 - 22,000; Full time

Job summary

Amplify is hiring a Technical Solutions Specialist to handle escalations from support and CS, diagnose complex fax/integration issues, and provide clear write-ups for Engineering. This remote, full-time role covers US business hours and offers ownership and impact in a growing SaaS company.

You will read logs, review API responses, triage issues without a developer on every call, and help fix recurring problems while keeping customers informed and confident in the resolution.

Qualifications

• 3–5 years in technical support, support engineering, technical account management or solutions engineering at a SaaS company.
• Hands-on troubleshooting: read logs, understand API responses, and walk through real issues you’ve solved.
• Experience with APIs and integrations, and the ability to triage them without a developer on every call.
• Experience running a technical ticket queue (Zendesk or similar) and spotting repeat problems.
• Clear, confident spoken and written English with US customers.
• Reliable coverage of full US business hours.

Responsibilities

• Taking technical escalations from our support and customer success teams and working them through to a confirmed fix.
• Reading logs and API responses to find where a fax or integration is failing.
• Handing Engineering clear write-ups: impact, evidence, and what you’ve already checked.
• Spotting issues that keep coming back across customers and getting them fixed for good.
• Joining customer calls to diagnose complex issues live and keeping customers updated.
• Writing up fixes and helping keep our escalation SOPs current.

Skills

Technical support

Troubleshooting

API integrations

Customer communication

Issue triage

Tools

Zendesk

Job description

Amplify is hiring a Technical Solutions Specialist to handle escalations from support and CS, diagnose complex fax/integration issues, and provide clear write-ups for Engineering. This remote, full-time role covers US business hours and offers ownership and impact in a growing SaaS company.

You will read logs, review API responses, triage issues without a developer on every call, and help fix recurring problems while keeping customers informed and confident in the resolution.