Remote Technical Support Specialist

Technical Support Specialist

Work From Anywhere in LATAM and the Philippines

Work Schedule: US Timezone (Flexible) | Monday – Friday, overlap with US business hours

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.

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.

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.