Job Overview
Location
Philippines
Job Type
Full-time
Category
Customer Support
Date Posted
March 26, 2026
Full Job Description
đź“‹ Description
- • The API Support Specialist II role at airSlate’s SignNow team is critical to ensuring seamless integration and technical success for customers using the SignNow API, directly impacting customer satisfaction, product adoption, and revenue retention in a fast-growing global SaaS business.
- • This role bridges technical expertise and customer advocacy, enabling developers and enterprise clients to implement, troubleshoot, and optimize API-driven workflows — making it a high-impact position for those passionate about solving real-world integration challenges at scale.
- • Day-to-day responsibilities include responding to technical inquiries via email, chat, and ticketing systems regarding SignNow API functionality, authentication, error handling, rate limits, and SDK usage across multiple programming languages (including Java, .NET, Python, Node.js, and PHP).
- • The specialist will reproduce customer-reported issues in sandbox environments, diagnose root causes using logs and API documentation, and provide clear, step-by-step resolutions or workarounds while maintaining strict adherence to SLAs and response time targets.
- • They will collaborate closely with Product, Engineering, and QA teams to escalate complex bugs, validate fixes, and contribute feedback that improves API documentation, error messaging, and developer experience.
- • Creating and maintaining internal knowledge base articles, troubleshooting guides, and FAQs based on recurring customer issues is a key responsibility, helping reduce ticket volume and empower self-service.
- • The role involves participating in onboarding calls and technical workshops for enterprise clients, guiding them through API implementation best practices, webhook configuration, and security compliance (including OAuth 2.0, JWT, and IP whitelisting).
- • Monitoring API health dashboards, identifying trends in error patterns, and proactively reaching out to customers experiencing recurring issues to prevent escalation is expected.
- • The SignNow team is a passionate, ambitious group of 140+ professionals dedicated to delivering award-winning e-signature solutions used by over 28 million individuals and over one million organizations worldwide — fostering a culture of innovation, ownership, and continuous learning.
- • airSlate operates as a global SaaS leader with presence in over 20 countries across three continents, offering a collaborative, fast-moving environment where employees are encouraged to shape products, scale infrastructure, and drive meaningful impact.
- • In this role, the specialist will deepen expertise in RESTful APIs, webhooks, authentication protocols, and enterprise integration patterns while gaining exposure to cutting-edge SaaS architecture and global customer use cases.
- • They will develop strong technical communication skills, learn to translate complex engineering concepts into clear guidance for non-technical stakeholders, and build a portfolio of solved integration challenges that enhance their marketability in cloud, API, and DevOps careers.
🎯 Requirements
- • Minimum 2 years of experience in technical support, API support, or software troubleshooting, preferably in a SaaS or cloud-based environment.
- • Strong understanding of RESTful APIs, HTTP status codes, JSON/XML payloads, and common authentication methods (OAuth 2.0, API keys, JWT).
- • Proficiency in at least one programming language (e.g., Python, JavaScript, Java, C#, or PHP) to read, debug, and reproduce API issues.
- • Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly to both developers and non-technical users.
- • Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and familiarity with logging/monitoring tools (e.g., Datadog, Splunk, ELK).
- • Ability to work independently during nighttime hours (3:00 AM start, 9-hour shift) with strong self-discipline and time management.
🏖️ Benefits
- • Competitive salary with performance-based bonuses and night shift differential compensation.
- • Comprehensive health, dental, and vision insurance coverage for employees and dependents.
- • Generous paid time off (PTO), including vacation, sick leave, and paid public holidays with holiday coefficient premiums.
- • Opportunities for professional growth through internal training, certifications, and access to learning platforms (e.g., Udemy, Coursera).
- • Collaborative, inclusive culture with global teammates and regular virtual team-building events.
- • Remote work flexibility within the Philippines, with equipment stipend and ergonomic home office support.
Skills & Technologies
Go
Backend
Onsite
About airSlate, Inc.
airSlate, Inc. provides a no-code workflow automation platform that lets businesses create, integrate, and manage e-signature, document generation, and process automation solutions. The company combines PDF editing, web form builders, robotic process automation, and contract lifecycle management in one cloud environment, targeting legal, HR, sales, and healthcare teams that need to digitize paperwork without developers. Founded in 2008, it serves over 100 million users and 100,000 organizations worldwide, emphasizing security certifications such as SOC 2 Type II and HIPAA compliance.
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