Be the First Responder: Serve as the primary contact for all incoming API support requests via tickets, email, and chat, providing timely and helpful assistance.

Troubleshoot & Resolve: Diagnose and resolve common API issues, including authentication errors , request formatting problems, and questions about specific endpoints.

Communicate Clearly: Explain technical concepts and solutions to both technical and non-technical users in a clear and concise manner.

Document & Escalate: Meticulously document user issues and solutions in our ticketing system. Identify and collaborate on more complex problems with Tier 3 support or the engineering team.

Empower Users: Guide users through our API documentation, helping them understand best practices and how to achieve their integration goals.

Contribute to Knowledge: Assist in creating and updating articles for our internal and external knowledge bases to help users self-serve.

1+ years of experience in a technical support, help desk, or customer-facing role, preferably in a SaaS environment.

Exceptional Communication Skills: You can write clearly and speak thoughtfully, breaking down complex topics for any audience.

Strong Problem-Solving Instincts: Ability to step through and debug code and provide coding samples when needed.

Programming Experience: Proficiency in at least one language commonly used with APIs (e.g. Python, Javascript, PHP)

Testing Proficiency: Familiarity with API testing tools such as Postman or Insomnia.

Customer-First Attitude: You are patient, empathetic, and dedicated to providing an outstanding user experience.