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1 день назад

Technical Support Specialist (API)

Формат работы
remote (только Philippines/Mexico/Colombia)
Тип работы
fulltime
Грейд
middle
Английский
c1
Страна
Argentina/Philippines/Mexico +1 еще
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Technical Support Specialist (API): Resolving Tier 1 customer support tickets across a software product with an accent on REST API troubleshooting, Postman reproduction, data redaction, and clear Tier 2 escalations. Focus on reproducing API errors, reducing escalation volume, documenting troubleshooting workflows, and communicating resolution timelines during US business hours.

Location: Fully remote, available from LATAM and the Philippines, with Monday–Friday availability and overlap with US business hours.

Company

hirify.global connects top candidates with startups in the US and EU; the client is a fast-growing software company serving an expanding base of API-focused customers.

What you will do

  • Triage and resolve customer-reported API errors within Tier 1 scope, escalating out-of-scope issues to Tier 2.
  • Request payloads and error details, redact sensitive information, and reproduce issues in Postman.
  • Own support tickets across product areas and provide accurate updates within SLA targets.
  • Document recurring API issues, troubleshooting workflows, escalation patterns, and resolution paths.
  • Ask targeted technical questions, set resolution expectations, and keep customers informed during escalation.

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 for reproducing API issues, requesting payloads, and redacting sensitive data.
  • Experience 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, Jira Service Management, or an equivalent.
  • Availability Monday–Friday during US business hours.
  • English proficiency at C1+ CEFR for written and verbal client-facing support.

Nice to have

  • Tier 2 technical support experience.
  • Support experience with an API-first or developer-facing product.
  • Computer science coursework, coding bootcamp completion, or API/web technology certifications.
  • Experience writing knowledge base articles or internal runbooks.
  • Integration support experience with webhooks or third-party software connections.

Culture & Benefits

  • Fully remote work from LATAM and the Philippines.
  • Competitive salary based on experience and skills.
  • PTO according to company policy.
  • HMO coverage after three months for full-time employees based in the Philippines.
  • International mentorship, learning resources, and global networking opportunities.
  • Recognition for 100% CRM hygiene and on-time reporting.

Hiring process

  • Application, screening, and skills assessment.
  • Topgrading interview followed by a client interview.
  • Job offer and client onboarding.

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