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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.
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