9109 API Support Engineer

Duties:
The API Support Engineer is part of the API Integrations Team, and we are the experts in
everything related to the Company’s API.
The team seats between Software Engineers, Sales and Product.
The core function is to provide technical support to third party software companies that
use the Company’s API – we call them partners. However, the team also bridges the gap between
tech and non-tech teams internally.
There is no programming involved in this job, although it is important to have familiarity with code.

Responsibilities
The responsibilities are listed below in order of relevance.

External Technical Support
Provide technical support to API Partners.
Provide technical support to internal teams, such as Connectivity and Enterprise teams.
Participate in video calls with Partners for live troubleshooting.
Review API integrations “health metrics”. Identify potential issues and report them to Partners.
Triage and escalate issues to API backend Engineers, as well as other Engineering teams.
Offer creative solutions and build Partner’s trust.
Host technical webinars.

Maintain and Improve Developer Documentation:
Write new Guides, Knowledge Base, Help Articles and Tutorials to describe API functionality.
General documentation maintenance – identify and update outdated information throughout the docs.

New Partner Onboarding
Own the onboarding throughout – guide partners from day 0 through to go-live.
Define project scopes together with Connectivity Partner Managers – define timelines, and suggest relevant features for the integration.
Consult on application architecture – solutions are proposed by partners, but we advise best practices.
Demonstrate features, explain how they interact with each other.
Certify partners to ensure integration quality.

API Testing
Internal testing of new and existing features. Report issues to backend engineers.
Host webinars of feature announcements.
Support launches – help coordinating Beta Partners, provide technical support while partners integrate features.
Experience
Degree beneficial, but not mandatory.
2+ years of hands-on experience in API technical support.
Worked in technical support, translating technical concepts to non-technical people.
Understanding and writing SQL queries.
Excellent communication skills, both written and verbal.
Have consumed and/or integrated REST APIs before.
Understanding simple concepts of service oriented architecture.
Understanding of XML markup language and JSON data format.
Ability to embrace the adventure, embracing change amidst shifting priorities
Troubleshooting APIs **big plus
Testing APIs **big plus
Technical writing experience **big plus

PLEASE NOTE: Our client has mandated COVID-19 vaccination for their workforce, all external personnel providing services to our client are required to comply with this requirement.