Technical Support Analyst
You will investigate and resolve advanced customer and partner issues across systems, APIs, and integrations. You will troubleshoot API integrations, manage incident triage and communications, maintain knowledge-base content, and collaborate on testing, monitoring, alerting, and feature rollouts.
Responsibilities
- Investigate and resolve customer and partner issues across systems, APIs, and integrations
- Troubleshoot complex API integrations with partners
- Manage incident triage, client communications, and SLA, CSAT, and quality targets
- Escalate issues to appropriate internal teams
- Maintain documentation, troubleshooting guides, and knowledge-base content
- Feed support insights to Product and Engineering
- Collaborate on testing, monitoring, alerting, feature rollouts, and integrations
Requirements
- 3+ years of experience in a technical customer-facing or partner-facing support role
- Experience with API products
- Ability to read logs and write SQL queries
- Knowledge of support processes and case-management best practices
- Analytical and problem-solving skills
- Writing and communication skills
- Ability to prioritize and manage multiple complex cases
Benefits
- Unlimited vacation with a 10-day minimum
- Flexible work arrangement
- Home-office stipend
- Health, dental, and vision plans for US employees and dependents
- Company-subsidized life insurance for US employees
- 401(k) with a 4% company match
- Equity option plan
- Monthly health and wellness stipend
- Domestic and international team and company offsites