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Pearl TalentRemote Technical Support Specialist
Pearl Talent connects global professionals with expanding startups in the US and EU, including companies backed by OpenAI, a16z, and Founders Fund. The firm is hiring…
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About This Role
Pearl Talent connects global professionals with expanding startups in the US and EU, including companies backed by OpenAI, a16z, and Founders Fund. The firm is hiring a remote Technical Support Specialist to join a tiered support structure for a fast-growing software client with a rising volume of API-focused customers. This position operates from anywhere in LATAM and the Philippines. The person in this role will serve as the most technically…
Job Description
Pearl Talent connects global professionals with expanding startups in the US and EU, including companies backed by OpenAI, a16z, and Founders Fund. The firm is hiring a remote Technical Support Specialist to join a tiered support structure for a fast-growing software client with a rising volume of API-focused customers. This position operates from anywhere in LATAM and the Philippines.
The person in this role will serve as the most technically capable member of Tier 1 support. Responsibilities center on investigating and resolving customer inquiries across all product areas, with a primary emphasis on API errors. Daily tasks involve handling payloads, sanitizing sensitive data, and replicating issues using Postman to resolve tickets independently or pass them up to Tier 2 with complete documentation. Ideal candidates have a background in technical support, practical API troubleshooting skills, and fluency in English.
Responsibilities
- Manage and triage customer-reported API errors to determine whether to resolve at Tier 1 or escalate
- Request error details and payloads from users while redacting sensitive information
- Replicate API problems in Postman to identify root causes prior to escalation
- Resolve API-related and general product support tickets within established SLA targets
- Provide clear, timely updates to customers through the ticketing system and set accurate expectations on timelines
- Document recurring troubleshooting workflows and API issues in the internal knowledge base
- Track escalation patterns to suggest process or documentation improvements
Requirements
- At least two years of technical support experience, including a minimum of one year in a Tier 1 capacity at a software or SaaS company
- Practical background in troubleshooting REST API errors reported by customers
- Proficiency with Postman, cURL, or Insomnia for reproducing API behaviors and handling payloads
- Demonstrated ability to escalate tickets with thorough documentation, test results, and error messages
- Hands-on familiarity with a ticketing platform like Zendesk, Freshdesk, Intercom, or Jira Service Management
- Availability to work Monday through Friday during US business hours
- C1 or higher CEFR English language proficiency for written and verbal communications
Qualifications
- Prior experience working in Tier 2 technical support
- Support background working on developer-facing or API-first products
- Completed computer science coursework, a coding bootcamp, or relevant web technology and API certifications
- Experience authoring internal runbooks or knowledge base articles
- Integration support background covering webhooks or third-party software connections
Core Skills
Benefits
- Competitive salary based on skills and experience
- Fully remote work arrangement from anywhere
- Team incentives recognizing on-time reporting and CRM hygiene
- Generous paid time off in line with company policy
- HMO health coverage after three months for full-time employees based in the Philippines
- Direct mentorship from international industry experts
- Ongoing learning and development access
- Global networking opportunities
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
This is a fully remote position that can be performed from anywhere in LATAM and the Philippines.
What are the working hours for this role?
The work schedule follows US timezones, running Monday through Friday with an overlap with US business hours.
What salary is offered for this position?
The salary is competitive and determined based on the candidate's skills and experience, though a specific figure is not stated in the posting.
What technical tool is required for API troubleshooting?
Candidates must be proficient in Postman, cURL, or Insomnia to reproduce API issues and manage payloads.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.