API Analyst (CIC)

Hyland

2d•$68,462 - $89,000

About The Position

An API Analyst is responsible for fielding and resolving issues related to the company's APIs by using internal systems troubleshooting tools and support processes. This position requires close communication with customers partners and other internal departments while maintaining issue ownership.

Requirements

Associate's degree or equivalent experience
Fluent in English
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
Ability to provide customer service and demonstrate strong follow-through
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)
Strong attention to detail and extremely well-organized

Nice To Haves

DataDog/Dynatrace experience is desirable
Experience with Agile project management
Comfortable at joining a call with a customer to investigate

Responsibilities

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.