Technical Support Specialist

This is a fully remote position, open to applicants in Philippines, +3 more countries.

📋 Description

• Evaluate customer-reported API errors to determine whether to address them at Tier 1 or escalate to higher tiers.

• Collect customer payloads and error details, ensuring sensitive information is redacted before sharing.

• Reproduce API issues using Postman to validate root causes.

• Address API tickets within Tier 1 parameters to minimize escalations to Tier 2.

• Manage and resolve support tickets across all product areas while meeting SLA targets.

• Escalate issues that are outside the Tier 1 scope, providing reproduction steps, error messages, and tests conducted.

• Provide timely and accurate updates to customer inquiries via the ticketing system.

• Document frequent API issues and troubleshooting processes in the internal knowledge base.

• Monitor patterns in API escalations and suggest improvements to documentation or processes.

• Leverage resolution paths identified from Tier 2 cases for future ticket handling.

• Pose targeted clarifying questions to gather technical information in the initial response.

• Establish clear expectations for resolution timelines and keep customers informed when issues are escalated to Tier 2.

⛳️ Requirements

• Minimum of 2 years of technical support experience, including at least 1 year in a Tier 1 role within a SaaS or software organization.

• Direct experience in troubleshooting customer-reported REST API errors.

• Proficient in using Postman, cURL, or Insomnia for reproducing API issues, including the ability to request payloads and redact sensitive data.

• Proven experience escalating tickets to Tier 2 with documented reproduction steps, error messages, and test results.

• Familiarity with support ticketing platforms such as Zendesk, Freshdesk, Intercom, or Jira Service Management.

• Availability to work Monday–Friday during US business hours.

• Proficiency in English at a C1+ level (CEFR) for both written and verbal client-facing support.

• Experience in Tier 2 technical support, even if limited.

• Background in supporting API-first or developer-oriented products.

• Completion of computer science coursework, coding bootcamp, or possession of API/web technology certifications.

• Experience in writing knowledge base articles or internal runbooks.

• Familiarity with integration support involving webhooks or third-party software connections.

🏝️ Benefits

• Competitive salary based on experience and skills.

• Fully remote work environment.

• Team incentives and recognition for maintaining 100% CRM hygiene and punctual reporting.

• Generous paid time off in accordance with company policy.

• HMO coverage after 3 months for full-time employees located in the Philippines.

• Direct mentorship from international industry experts.

• Access to ongoing learning and development resources.

• Opportunities for global networking.