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Work Schedule: US Timezone (Versátil) | Monday - Friday, overlap with US business hours

About Pearl Talent

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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 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 fr

📌 Remote Technical Support Specialist (Santa Fe)
🏢 Pearl
📍 Santa Fe