Remote Technical Support Specialist
Pearl · Remote
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:
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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 escalating.
- 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.
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)
- 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)
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
- Application
- Screening
- Skills Assessment
- Topgrading Interview
- Client Interview
- Job Offer
- 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. Apply now to help make specialized healthcare more accessible to patients across the U.S.