Job Description 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.
Coordinator, Customer Facing API Support • Richmond, US
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