{"id":3398091,"url":"https://alion.io/job/catena-remote-technical-support-specialist","title":"Remote Technical 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":23,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":["Mexico City, Mexico","Medellín, Colombia","Buenos Aires, Argentina"],"countries":["MX","CO","AR"],"hiring_countries":["US","AR","BR","CO","MX","PH","AI","AG","AW","BS","BB","BZ","BM","BO","VG","BQ","KY","CL","CR","CW","DM","DO","EC","SV","FK","GF","GD","GP","GT","GY","HT","HN","JM","MQ","MS","NI","PA","PY","PE","PR"],"hiring_countries_total":50,"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":"Insomnia","optional":false},{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"OpenAI","optional":false},{"name":"Postman","optional":false},{"name":"Rest API","optional":false}],"status":"live","first_seen_at":"2026-10-28T13:16:54Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-03T00:24:36Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Work From Anywhere in LATAM and the Philippines\nWork Schedule: US Timezone (Flexible) | Monday - Friday, overlap with US business hours\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 fast-growing software company with an expanding base of API-focused customers is looking for a Technical Support Specialist to resolve technical and API-related tickets at Tier 1 and reduce escalations to Tier 2.\nThe company is moving into more technical customer segments, and API support volume is rising as a result. The support team runs a Tier 1 and Tier 2 structure. This hire will be the most technically capable member of Tier 1 and can grow into a more advanced role over time.\nAbout the Role\nDay-to-day, you will own customer tickets across all product areas, with a focus on API errors. You will request payloads, redact sensitive data, and reproduce issues in Postman. Then you will either resolve the ticket yourself or escalate it to Tier 2 with complete steps to reproduce. Success means fewer escalations, faster resolution of API tickets, and a growing internal knowledge base of troubleshooting workflows.\nCore Responsibilities\nAPI Troubleshooting & Deflection\nTriage customer-reported API errors and decide whether to resolve at Tier 1 or escalate.\nRequest payloads and error details from customers, and redact sensitive information before sharing.\nReproduce API issues in Postman to confirm the root cause before escalating.\nResolve API tickets within Tier 1 scope to reduce escalation volume to Tier 2.\nTier 1 Technical Support\nOwn and resolve support tickets across all product areas within SLA targets.\nEscalate issues outside Tier 1 scope with steps to reproduce, error messages, and tests already run.\nRespond to customer inquiries through the ticketing system with accurate, timely updates.\nDocumentation & Knowledge Base\nDocument recurring API issues and troubleshooting workflows in the internal knowledge base.\nTrack patterns in API escalations and recommend documentation or process fixes.\nApply resolution paths learned from Tier 2 cases to future tickets.\nCustomer Communication\nAsk targeted clarifying questions to collect all technical details in the first reply.\nSet clear expectations on resolution timelines during troubleshooting.\nKeep customers updated when their issue moves to Tier 2.\nRequirements\nMust-Have\n2+ years of technical support experience, including at least 1 year in a Tier 1 role at a SaaS or software company\nHands-on experience troubleshooting customer-reported REST API errors\nProficiency in Postman (or cURL / Insomnia) to reproduce API issues, including requesting payloads and redacting sensitive data\nTrack record of escalating tickets to Tier 2 with documented steps to reproduce, error messages, and test results\nHands-on use of a support ticketing platform (Zendesk, Freshdesk, Intercom, Jira Service Management, or equivalent)\nAvailability to work Monday - Friday during US business hours\nEnglish at C1+ (CEFR) for written and verbal client-facing support\nNice-to-Have\nTier 2 technical support experience, even if brief\nSupport experience on an API-first or developer-facing product\nComputer science coursework, a coding bootcamp, or API/web technology certifications\nExperience writing knowledge base articles or internal runbooks\nIntegration support experience (webhooks, third-party software connections)\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. 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