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Technical Support Specialist T3

5 hours, 12 minutes ago
Philippines
Full-time
Mid Level
Technical Support Engineer
Technical Writing and Documentation
Cybersecurity JIRA REST API SQL
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Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016
View All Jobs 7

Description

  • Provide technical support through Intercom live chat and email for billing, payments, credits, token limits, and API issues.
  • Debug and troubleshoot complex API, SDK, developer-toolkit, system, and web-application issues.
  • Communicate resolution timelines, status updates, and next steps to customers and stakeholders.
  • Resolve ambiguous issues using sound judgment and adapt support practices as the product evolves.
  • Build and maintain technical knowledge bases, SOPs, workflows, and knowledge-sharing resources.
  • Identify recurring issues and documentation gaps and recommend process or system improvements.
  • Reproduce issues and collaborate with engineering and product teams to escalate confirmed bugs with clear documentation.
  • Own complex escalations not resolved by the AI support agent while maintaining client satisfaction, accuracy, and responsiveness.
  • Complete clean shift handovers and assigned cybersecurity and professional-development training.

Requirements

  • At least 3 years of technical support experience, including support for developers or technical users at a developer-tool, API, or AI-native company.
  • Working knowledge of SQL for investigating usage, billing, and credit data.
  • Knowledge of REST APIs, API keys, authentication, and rate limits, with the ability to read API documentation, errors, and code samples.
  • Experience supporting software, data platforms, or web-based applications.
  • Experience with ticketing systems such as Jira or Zendesk.
  • Strong understanding of web applications and data flows between systems.
  • Clear, professional written and verbal communication with a customer-focused approach.
  • Strong problem-solving, prioritization, organization, and deadline-management skills.
  • Ability to work independently in ambiguous situations, remain curious, and suggest improvements.
  • Availability for US business hours with flexibility for operational needs.
  • Experience in client-facing technical support, usage-based billing or credit systems, large language model APIs, documentation, or support-team development preferred.
  • Comfort using Google Sheets or similar data-analysis tools and working in an early-stage or newly established support team preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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