- Location
- Metro Manila, Philippines · published · Central Luzon, Philippines · Central Visayas, Philippines · Mexico City, Mexico City, Mexico · Medellín, Medellin, Colombia · Buenos Aires, Buenos Aires, Argentina
- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Service
- Source
- Workable
Description
Work From Anywhere in LATAM and the Philippines
Work Schedule: US Timezone (Flexible) | Monday – Friday, overlap with US business hours
About Pearl Talent
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.
Hear why we exist, what we believe in, and who we’re building for:
Watch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd
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 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.