Coordinator, Customer Facing API Support

Job Description

Responsibilities


* Provide day-to-day operational support for external APIs, including monitoring performance, uptime, and transaction health.


* Troubleshoot and resolve API-related issues, working with IT and technical teams to identify root causes and implement solutions.


* Support onboarding and integration of external customers, partners, and internal applications using enterprise APIs.


* Maintain and update API documentation, support guides, and technical reference materials for internal and external users.


* Monitor API usage trends, error rates, and performance metrics to identify risks, inefficiencies, and improvement opportunities.


* Assist in testing and validation of API enhancements, releases, and system updates prior to deployment.


* Support incident management processes, including escalation handling, tracking, and post-incident reporting.


* Collaborate with cross-functional teams to improve API reliability, scalability, and user experience.


* Contribute to process improvements and automation efforts to enhance API support operations.


* Ensure adherence to service level agreements (SLAs) and operational support standards.

Qualifications


* Bachelor's Degree or international equivalent required.


* Degree in Information Technology, Computer Science, Engineering, or related field preferred.


* Experience in API support, technical support, systems integration, or application support environments preferred.


* Familiarity with RESTful APIs, web services, and data exchange formats (e.g., JSON, XML).


* Experience working with support ticketing systems and incident management processes.


* Strong troubleshooting, analytical, and problem-solving skills.


* Ability to communicate technical concepts to non-technical stakeholders.


* Experience working in cross-functional environments with engineering and business teams preferred.


* Knowledge of API monitoring tools, logging systems, or integration platforms preferred.


* Strong organizational skills with ability to manage multiple priorities in a fast-paced environment.