Remote Technical Support Specialist
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 5d ago
The date the source published, not the day we noticed it (2026-10-28). Last seen at its source 2h ago.
We have tracked this listing since 28 Oct 2026 (4 days). The employer's own board has carried it every time we have read it, most recently 2 hours ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Philippines, Mexico, Colombia, Argentina
The listing is tagged as above, but its own description restricts the role to LATAM. We show both rather than picking one. Read the ad before applying.
What the ad says
…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…
Pay not stated
Similar roles pay, by region:
- LATAM $1,200–1,500/mo (30 listings, all levels)
- Asia $1,200–1,588/mo (18 listings, all levels)
Middle 50% of Customer listings that do state pay in each region, in the currency most of them state. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
Workable employer's own board first seen 4d ago · last seen 2h ago
The listing
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 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.