Troubleshoot and resolve basic API issues utilizing company systems, tools and support processes with assistance and direct oversight from team members
Be accountable for customer requests; maintain ownership of requests and follow through consistently with resolution
Provide regular and frequent communication with customers; ensure customer is fully aware as to the status of the issue
Compose internal documentation that would fully reflect all activity related to resolution of API support request
Assist customers in troubleshooting problems, diagnosing issues with software installation and application, identifying root-cause and offering solutions
Interact with clients via our ticketing system, phone, video conference, email, or chat to ensure their issues are resolved in a timely manner, escalating issues as appropriate
Partner with internal technical teams (product management, engineering, dev ops, and cloud ops) to resolve problems with configuration/code, software bugs, performance, and system failures
Document the knowledge base of recurring issues
Take part in improving the documentation (after the customers' feedback) and/or fixing bugs (to expedite the resolution of customers' issues and to avoid waiting for too long that the Dev team provides a fix)
Participating in the after-hours on-call rotation

At least 2 years of experience in Technical Support or Software Development
Ability to learn with an interest and aptitude for technology
Ability to work through a problem effectively and provide a solution
Ability to work in a flexible and fast-paced environment
Ability to effectively communicate technical concepts both in writing and verbally
Up to 10% of travel time required
Solid technical background in: JavaScript, HTML, CSS, Docker and Kubernetes technologies
Metrics analysis
Cloud environment: mainly AWS (certification in Azure or GCP is desirable)
DataDog/Dynatrace experience is desirable
Experience with Agile project management
Strong attention to detail and extremely well-organized

API Analyst – CIC

Key skills