Technical Support Specialist
New
P
PearlSaaS software
Work From Anywhere in LATAM and the Philippines, US Timezone (Flexible) | Monday – Friday, overlap with US business hoursFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- English at C1+ (CEFR) for written and verbal client-facing support
- Experience
- 2+ years of technical support experience, including at least 1 year in a Tier 1 role at a SaaS or software company
- Required Skills
- RESTful APIsZendeskPostmanTechnical support
Requirements
- Have 2+ years of technical support experience, including at least 1 year in a Tier 1 role at a SaaS or software company.
- Have hands-on experience troubleshooting customer-reported REST API errors.
- Use Postman, cURL, or Insomnia to reproduce API issues, request payloads, and redact sensitive data.
- Have a track record of escalating tickets to Tier 2 with documented reproduction steps, error messages, and test results.
- Have hands-on experience with a support ticketing platform such as Zendesk, Freshdesk, Intercom, or Jira Service Management, or an equivalent.
- Be available Monday–Friday during US business hours.
- Have English proficiency at C1+ (CEFR) for written and verbal client-facing support.
- Tier 2 technical support experience is a plus.
- Experience supporting an API-first or developer-facing product is a plus.
- Computer science coursework, a coding bootcamp, or API/web technology certifications are a plus.
- Experience writing knowledge base articles or internal runbooks is a plus.
- Integration support experience, including webhooks or third-party software connections, is a plus.
Responsibilities
- Triage customer-reported API errors and decide whether to resolve them 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 escalations to Tier 2.
- Own and resolve support tickets across product areas within SLA targets.
- Escalate issues outside Tier 1 scope with reproduction steps, error messages, and tests already run.
- Respond to customer inquiries through the ticketing system with accurate, timely updates.
- Document recurring API issues and troubleshooting workflows in the internal knowledge base.
- Track API escalation patterns and recommend documentation or process fixes.
- Ask clarifying questions, set expectations on resolution timelines, and update customers when issues move to Tier 2.
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