Serve as the frontline escalation point for complex API and DaaS issues from customers, Inside/Field Support, and Account Teams
Job Summary
Serve as the frontline escalation point for complex API and DaaS issues from customers, Inside/Field Support, and Account Teams.
Troubleshoot API calls and authentication issues by reproducing requests and checking logs in a controlled environment, and verifying the structure and content of returned data.
Maintain strong customer relationships, manage expectations, and communicate effectively in both technical and non-technical terms.
Matching Summary
Serve as the frontline escalation point for complex API and DaaS issues from customers, Inside/Field Support, and Account Teams.
Skills & Requirements
Must-have
API and DaaS troubleshooting
RESTful APIs and JSON
API query validation
API response validation
Customer communication
Cross-functional collaboration
Nice-to-have
Customer-first mindset
Calm demeanor under pressure
Enterprise AI tools
Continuous service improvement
Key Requirements
3-5+ years of hands-on experience
Bachelor’s degree or equivalent practical experience
Proficiency with at least one programming or scripting language
Must be in current role for 1 year
No Disciplinary Action in past 12 months
No Attendance and Punctuality issues in past 12 months
Successful or above rating in last Enabling Performance cycle