Technical Support Specialist

At REWORKIO, we are transforming how organizations hire, deploy, and scale artificial intelligence and workflow automation. Serving client businesses and specialists across 160+ countries, REWORKIO connects companies with pre-vetted AI experts from autonomous support agent builders to complex data pipeline engineers.

Our platform is built on transparency, outcome-based proof-of-work verification, and milestone escrow payment protection. We replace traditional resumes and agency markups with verified deliverables, automated validation tests, and direct engineering impact.

The Role: What You Will Accomplish
We are seeking a candidate-focused, technically minded Technical Support Specialist to serve as the primary support bridge for businesses hiring experts and automation engineers building on REWORK.
In this role, you won't just copy-paste templated responses—you will assist users with platform navigation, troubleshoot integration workflows (APIs, Webhooks, n8n/Make automation pipelines, OpenAI/Claude API setups), guide clients through milestone escrow funding, and verify proof-of-work submission certificates. You will play a vital role in ensuring fast response times, clear resolution paths, and seamless project execution.

Key Responsibilities
Front-Line Platform & Technical Support: Respond to support requests via live chat, ticket queues, and platform messaging from business clients and automation specialists.
Workflow & API Diagnostics: Assist users in identifying and resolving configuration issues in automation platforms (Zapier, Make, n8n), API webhooks, CRM connections (HubSpot, Salesforce, Slack), and custom LLM bot deployments.

Escrow & Milestone Guidance: Guide clients and experts through milestone creations, escrow funding releases, platform fee transparency, and project sign-off workflows.

Proof-of-Work & Trust Tier Support: Help automation specialists submit deliverables, generate work certificates, and upgrade trust badges (Bronze, Silver, Gold, Diamond).

Engineering Escalation: Collaborate with platform developers to escalate platform bugs, edge-case escrow holds, or service interruptions with clear reproduction details.

Knowledge Base Authoring: Create and update public Help Center articles, FAQs, and internal troubleshooting guides based on common user questions.
Qualifications & Skills

Must-Have Requirements (Essential)
2+ years of experience in technical customer support, developer support, or technical helpdesk for a SaaS product or online marketplace.

Familiarity with Workflow Automation & APIs: Practical understanding of REST APIs, Webhooks, JSON formatting, and automation tools like Zapier, Make (Integromat), or n8n.

AI & Integration Awareness: Understanding of core AI concepts (e.g., OpenAI API keys, Anthropic Claude, RAG architectures, CRM integrations).
Clear Communication: Ability to translate complex technical diagnostics into concise, empathetic instructions for non-technical business leaders.

Problem-Solving Skills: Capability to logically isolate issues across multi-step workflows (e.g., tracking a broken webhook connection from form submission to CRM record creation).

Nice-to-Have Qualifications (Preferred)
Basic familiarity with Python or JavaScript for inspecting logs or testing API endpoints.
Experience with escrow payment systems, Stripe/Wise integrations, or marketplace dispute workflows.
Familiarity with verification concepts (verifiable credentials, digital badges, or GitHub project links).

Multilingual support capabilities (English required; additional languages a plus).

Evaluation Process: Practical Proof-of-Work
In alignment with REWORKIO's commitment to skills-first hiring and overcoming traditional evaluation bottlenecks, our hiring process focuses on practical capability:

Application Review: Brief screening of your technical background and support experience.
Practical Customer Support Scenario: A short, paid practical exercise where you resolve 2–3 realistic platform support scenarios (e.g., troubleshooting an automation webhook and answering an escrow milestone question)

Technical & Team Conversation: A 30-minute interview with our support and engineering leads to discuss your scenario approach, team fit, and communication style.

Health & Wellness Support: Comprehensive medical/dental coverage or local health stipend.
Learning & AI Tool Allowance: annual budget for courses, certifications, and personal AI software subscriptions (e.g., ChatGPT Plus, Claude, automation tools).
Hardware Allowance: Laptop provision or home office setup stipend.

REWORKIO is an Equal Opportunity Employer. We value skills, practical performance, and customer-focused problem solving.