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API Support Specialist

Kuala Lumpur
Customer Success

Experience

3-5 years

Seniority level

Mid-senior level

Employment type

Full-time

The opportunity

API Support Specialist to help coordinate technical interfaces between us and our partners. This role requires excellent communication and technology 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.

Requirements

  • BS/MS Degree in Business Administration/Computer Science or equivalent technical certifications.
  • Experience of modern API technologies (JSON and RESTful APIs).
  • Subject Matter Expertise in one or more of these domains: API-first architecture, Mobile Backend, API Security, API Analytics, API design, REST design, Agile and DevOps practices.
  • 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.

Our values

We challenge status quo

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

We act with integrity

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

We focus on clients

We are deeply committed to clients and enjoy investing in long-term relationships.

We get things done

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

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.