# Remote Tech Support Specialist > Pearl · Philippines (Remote) · Full-time · Posted 2026-09-08 **Workplace:** remote **Department:** Customer Service and Client Relations ## Description **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. Hear why we exist, what we believe in, and who we're building for: Watch here: [https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd](https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd) **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. ## Requirements **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 ## Benefits - **Competitive Salary:** Based on experience and skills - **Remote Work:** Fully remote—work from anywhere - **Team Incentives:** Recognition for maintaining 100% CRM hygiene and on-time reporting - **Generous PTO:** In accordance with company policy - **Health Coverage for PH-based talents:** HMO coverage after 3 months for full-time employees - **Direct Mentorship:** Guidance from international industry experts - **Learning & Development:** Ongoing access to resources for professional growth - **Global Networking:** Connect with professionals worldwide ### **Our Recruitment Process** 1. Application 2. Screening 3. Skills Assessment 4. Topgrading Interview 5. Client Interview 6. Job Offer 7. Client Onboarding ### **Ready to Join Us?** If 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. ## Apply [Apply at Pearl](https://apply.workable.com/pearltalent/j/A57D8D862C/apply) --- Powered by [Workable](https://www.workable.com)