Coordinator, Customer Facing API Support

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.