{"id":3290245,"url":"https://alion.io/job/catena-remote-tech-support-specialist","title":"Remote Tech Support Specialist","company":{"id":634,"name":"Catena","domain":"pearltalent.com","url":"https://alion.io/company/catena","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":20,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"PST","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":20000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"HIPAA","optional":false},{"name":"OpenAI","optional":false}],"status":"live","first_seen_at":"2026-09-08T00:00:00Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-10-28T17:45:16Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":50},"description":"Work From Anywhere in the Philippines\nWork Schedule: PST | 7:00 AM - 4:00 PM, Sunday to Thursday (Tuesday to Saturday during the first 2-3 weeks of training)\nAbout Pearl Talent\nPearl 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.\nHear why we exist, what we believe in, and who we're building for:\nWatch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd\nAbout the Client\nA 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.\nThe 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.\nAbout the Role\nThis 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.\nCore Responsibilities\nTechnical Triage & Escalation\nReview client-submitted API payloads and requests to identify missing or incorrectly filled fields.\nRun first-line troubleshooting steps and guide clients through resolution walkthroughs before escalating.\nClassify each issue as a bug, user error, or configuration problem.\nPackage complete context and replication steps so Tier 2 does not need to re-triage.\nTicket Management\nManage 20-30 tickets daily with clear, professional written responses.\nMaintain ticket hygiene by updating statuses accurately and closing resolved issues promptly.\nTrack open bug tickets and escalate when immediate closure is not possible.\nMeet or exceed team benchmarks for response time, resolution time, and customer satisfaction.\nPhone Support\nHandle approximately 10 inbound calls per day, averaging 2-4 minutes each.\nResolve technical questions in real time over the phone with US-based clients.\nTranslate technical findings into plain language for non-technical callers.\nPlatform Migration & Tool Adoption\nSupport the company-wide transition from Zendesk to Salesforce over the next 2-3 months.\nApply prior Salesforce experience to shorten ramp time during the migration.\nAdopt new tools and revised processes as the support stack evolves.\nRequirements\nMust-Have\n3+ 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)\nHands-on experience troubleshooting API or integration issues, including reviewing client payloads or requests to identify missing or incorrectly formatted fields\nSalesforce experience in a support or CRM context, with 6+ months of active use\nExperience managing 20+ tickets daily in a structured ticketing system (Zendesk, Salesforce Service Cloud, Freshdesk, or equivalent)\nInbound phone support experience with US-based clients, handling live verbal troubleshooting rather than chat- or email-only queues\nDocumented experience through a platform migration or frequent tool and process changes (e.g., onboarded to a new CRM or ticketing system within 30 days)\nC1+ English (CEFR) for live phone support with US-based clients\nNice-to-Have\nHIPAA compliance or patient-data protection experience (non-clinical)\nFamiliarity with JSON or XML payload structures\nZendesk experience\nExperience at a 500+ employee or Series B+ SaaS company with defined Tier 1 to Tier 2 escalation workflows\nPrior remote work with US-based companies on a PST-aligned schedule\nBenefits\n Competitive Salary: Based on experience and skills \n Remote Work: Fully remote-work from anywhere \nTeam Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting\nGenerous PTO: In accordance with company policy \nHealth Coverage for PH-based talents: HMO coverage after 3 months for full-time employees \n Direct Mentorship: Guidance from international industry experts \n Learning & Development: Ongoing access to resources for professional growth \n Global Networking: Connect with professionals worldwide \nOur Recruitment Process\n Application \n Screening \n Skills Assessment \n Topgrading Interview \n Client Interview \n Job Offer \n Client Onboarding\nReady to Join Us?\nIf you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.","description_format":"text","description_chars":5214,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-26T19:47:14Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.232,"p_room":0.55,"age_days":50,"expected_fill_days":37,"reasons":["conf:2","agency","stale_co","velocity","win:tail"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/catena-remote-tech-support-specialist","json_url":"https://alion.io/job/catena-remote-tech-support-specialist.json","meta":{"generated_at":"2026-10-28T20:50:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28836,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":634},"rest":"https://alion.io/mcp/rest/get_company?id=634"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcatena-remote-tech-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcatena-remote-tech-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcatena-remote-tech-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/catena-remote-tech-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcatena-remote-tech-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3290245}},{"tool":"search_jobs","arguments":{"company":"pearltalent.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3290245},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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