Technical Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🌐 Philippines, Mexico, +2 more countries – Remote

🇵🇭 Philippines – Remote 🇲🇽 Mexico – Remote 🇨🇴 Colombia – Remote 🇦🇷 Argentina – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Catena

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Catena, now known as Pearl Talent, is a company that specializes in helping organizations hire top remote talent from overseas, primarily focusing on candidates from the Philippines and Latin America. They offer a rigorous vetting process to ensure they provide highly capable candidates equipped with modern software skills and fluent English proficiency. Pearl Talent provides two main hiring services: Managed Services, which handles compliance, payroll, and training, and Direct Placement for companies that manage hires internally. They focus on long-term retention and quality in their hiring processes, aiming to build high-performing remote teams for a range of industries including healthcare, real estate, and finance.

📋 Description

• Triage customer-reported API errors and decide whether to resolve them at Tier 1 or escalate • Request customer payloads and error details, redacting sensitive information before sharing • Reproduce API issues in Postman to confirm root causes • Resolve API tickets within Tier 1 scope to reduce Tier 2 escalations • Own and resolve support tickets across all product areas within SLA targets • Escalate issues outside Tier 1 scope with reproduction steps, error messages, and completed tests • 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 improvements • Apply resolution paths learned from Tier 2 cases to future tickets • Ask targeted clarifying questions to collect technical details in the first reply • Set clear resolution timeline expectations and update customers when issues move to Tier 2

🎯 Requirements

• 2+ years of technical support experience, including at least 1 year in a Tier 1 role at a SaaS or software company • Hands-on experience troubleshooting customer-reported REST API errors • Proficiency in Postman, cURL, or Insomnia to reproduce API issues, including requesting payloads and redacting sensitive data • Track record of escalating tickets to Tier 2 with documented reproduction steps, error messages, and test results • Hands-on use of a support ticketing platform such as Zendesk, Freshdesk, Intercom, or Jira Service Management • Availability to work Monday–Friday during US business hours • English at C1+ (CEFR) for written and verbal client-facing support • Tier 2 technical support experience, even if brief • Support experience with an API-first or developer-facing product • Computer science coursework, coding bootcamp, or API/web technology certifications • Experience writing knowledge base articles or internal runbooks • Integration support experience with webhooks or third-party software connections

🏖️ Benefits

• Competitive salary based on experience and skills • Fully remote work • Team incentives and recognition for maintaining 100% CRM hygiene and on-time reporting • Generous PTO in accordance with company policy • HMO coverage after 3 months for full-time employees based in the Philippines • Direct mentorship from international industry experts • Ongoing learning and development resources • Global networking opportunities

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