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API Support Engineer

Kuala Lumpur
Engineering & Technology

Experience

3- 5 years

Seniority level

Mid-senior level

Employment type

Full-time

The opportunity

API Support Engineer to help coordinate technical interfaces between us and our partners. This role requires excellent communication and engineering skills. The candidate is not expected to code or do overly technical work but should be comfortable living in both the support and engineering environments; translating internal engineering-speak into clear, concise directions for customers and vice-versa. This role is based in the Kuala Lumpur office and is part of a dual-office structure with peers located in Hong Kong.

Responsibilities

  • Maintain an in-depth technical knowledge of our APIs.
  • Working with clients/partners to support, train, and design their solution through our APIs.
  • Quality Assurance to assure APIs meet the needs of those clients/partners.
  • Manage communications about escalated issues with other staff and with clients/partners.
  • Manage knowledge base to help others manage and navigate API support.
  • Provide exceptional customer service while responding to Slack, e-mail and online requests for API technical support.
  • Clearly identify, document, and find solutions for customer issues and product problems.
  • Partner with Product and Engineering to provide the voice of the customer, identify the types of problems that generate the most support volume, and evolve the product to eliminate the highest support volume generators.
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
  • Escalate critical customer situations to the appropriate level of management and engineering expertise.
  • Create workaround procedures when standard procedures have failed and remain engaged both internally and with customers to ensure issues are resolved in a timely fashion.
  • API Endpoint Monitoring.
  • Improve and enhance documentation based on best practices and what you see in the field.
  • To manage end to end on partner API projects.
  • Able to provide technical assessment and provide consultancy solution to internal team.
  • To create API technical document / project document in confluence page.

Requirements

  • You are no stranger to the following terms: HTTP protocol, REST API, OAuth2, JSON.
  • You have already worked with a technical team / developers (you ideally have development skills yourself) and have a strong curiosity for the web industry and you're willing to understand the underneath technical concepts in order to bring your help to technicians.
  • BS/MS Degree in Business Administration/Computer Science or equivalent technical certifications.
  • Experience with JSON and RESTful APIs.
  • Practical knowledge and experience with client-side technologies (HTML5, CSS3, Javascript, MVC, etc.) is a big plus.
  • Experience of providing and maintaining transformations and APIs for customers and co-workers.
  • Strong work ethic and team player mentality.
  • Exceptional time-management and organizational skills.
  • Experience with large-scale complex system integration implementations is a big plus.
  • Experience agile SCRUM end to end project management & understand of JIRA and confluence page tools.

Our values

We get things done.

We don't look at challenges and say that they're someone else's job—we find a way.

We get things right.

It’s all about trust. We make no compromise in standards of integrity in all of our actions.

We change thing.

We embrace change and the opportunities it creates and always seek to improve.

Apply

First Digital Trust is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.