Work From Anywhere in LATAM and the PhilippinesWork Schedule: US Timezone (Adaptable) | Monday - Friday, overlap with US business hoursAbout Pearl TalentPearl 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: the ClientA 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 RoleDay-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 ResponsibilitiesAPI Troubleshooting & DeflectionTriage 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 SupportOwn 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 BaseDocument 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 CommunicationAsk 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-Have2+ years of technical support experience, including at least 1 year in a Tier 1 role at a SaaS or software companyHands-on experience troubleshooting customer-reported REST API errorsProficiency in Postman (or cURL / Insomnia) to reproduce API issues,



including requesting payloads and redacting sensitive dataTrack record of escalating tickets to Tier 2 with documented steps to reproduce, error messages, and test resultsHands-on use of a support ticketing platform (Zendesk, Freshdesk, Intercom, Jira Service Management, or equivalent)Availability to work Monday - Friday during US business hoursEnglish at C1+ (CEFR) for written and verbal client-facing supportNice-to-HaveTier 2 technical support experience, even if briefSupport experience on an API-first or developer-facing productComputer science coursework, a coding bootcamp, or API/web technology certificationsExperience writing knowledge base articles or internal runbooksIntegration support experience (webhooks, third-party software connections)Competitive Salary: Based on experience and skillsRemote Work: Fully remote - work from anywhereTeam Incentives: Recognition for maintaining 100% CRM hygiene and on-time reportingGenerous PTO: In accordance with company policyHealth Coverage for PH-based talents: HMO coverage after 3 months for full-time employeesDirect Mentorship: Guidance from international industry expertsLearning & Development: Ongoing access to resources for professional growthGlobal Networking: Connect with professionals worldwideOur Recruitment ProcessApplicationScreeningSkills AssessmentTopgrading InterviewClient InterviewJob OfferClient OnboardingReady to Join Us?
If you're empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you.
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📌 Remote Technical Support Specialist (Mendoza)
🏢 Pearl
📍 Mendoza