Remote Tech Support Specialist

Work From Anywhere in the Philippines

Work Schedule: PST | 7:00 AM – 4:00 PM, Sunday to Thursday (Tuesday to Saturday during the first 2–3 weeks of training)

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.

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About the Client

A US healthcare technology company running an API-driven platform is hiring a Tech Support Specialist to own front-line technical triage and turn client-reported integration issues into clean, complete escalations.

The client serves US-based customers in a HIPAA-regulated environment with a structured support organization and defined Tier 1 to Tier 2 escalation paths. A company-wide migration from Zendesk to Salesforce is underway over the next 2–3 months, and systems and processes evolve on roughly a two-month cycle as the platform scales.

About the Role

This role handles 20–30 tickets daily plus roughly 10 short inbound calls, reviewing client-submitted API payloads and requests, identifying missing or incorrectly filled fields, and determining whether an issue is a bug, a user error, or a configuration problem before it reaches Tier 2. This is a Tier 1 position with strong technical fundamentals, not a Tier 2 role requiring log analysis or system-level debugging. Success means matching existing team performance benchmarks within 2–3 weeks and demonstrating efficient, well-documented technical escalations within the first 30 days.

Core Responsibilities

Technical Triage & Escalation

• Review client-submitted API payloads and requests to identify missing or incorrectly filled fields.
• Run first-line troubleshooting steps and guide clients through resolution walkthroughs before escalating.
• Classify each issue as a bug, user error, or configuration problem.
• Package complete context and replication steps so Tier 2 does not need to re-triage.

Ticket Management

• Manage 20–30 tickets daily with clear, professional written responses.
• Maintain ticket hygiene by updating statuses accurately and closing resolved issues promptly.
• Track open bug tickets and escalate when immediate closure is not possible.
• Meet or exceed team benchmarks for response time, resolution time, and customer satisfaction.

Phone Support

• Handle approximately 10 inbound calls per day, averaging 2–4 minutes each.
• Resolve technical questions in real time over the phone with US-based clients.
• Translate technical findings into plain language for non-technical callers.

Platform Migration & Tool Adoption

• Support the company-wide transition from Zendesk to Salesforce over the next 2–3 months.
• Apply prior Salesforce experience to shorten ramp time during the migration.
• Adopt new tools and revised processes as the support stack evolves.

Work From Anywhere in the PhilippinesWork Schedule: PST | 7:00 AM – 4:00 PM, Sunday to Thursday (Tuesday to Saturday during the first 2–3 weeks of training)About Pearl TalentPearl works with the top 1% of candidates from around the world and connects t...

Must-Have

• 3+ years in customer or technical support, including time in a technical support function with regular escalations to Tier 2 or engineering (2+ years considered with heavy technical support experience at a large company)
• Hands-on experience troubleshooting API or integration issues, including reviewing client payloads or requests to identify missing or incorrectly formatted fields
• Salesforce experience in a support or CRM context, with 6+ months of active use
• Experience managing 20+ tickets daily in a structured ticketing system (Zendesk, Salesforce Service Cloud, Freshdesk, or equivalent)
• Inbound phone support experience with US-based clients, handling live verbal troubleshooting rather than chat- or email-only queues
• Documented experience through a platform migration or frequent tool and process changes (e.g., onboarded to a new CRM or ticketing system within 30 days)
• C1+ English (CEFR) for live phone support with US-based clients

Nice-to-Have

• HIPAA compliance or patient-data protection experience (non-clinical)
• Familiarity with JSON or XML payload structures
• Zendesk experience
• Experience at a 500+ employee or Series B+ SaaS company with defined Tier 1 to Tier 2 escalation workflows
• Prior remote work with US-based companies on a PST-aligned schedule