API Specialist

FICS, Inc.•Addison, TX

About The Position

Financial Industry Computer Systems, Inc. (FICS®) is seeking an API Specialist to support customers building integrations with its API products. This is a hands-on, developer-facing support role combining customer service, API troubleshooting and testing, documentation, and education. The specialist reproduces bugs in C#, tests endpoints before releases, maintains customer-facing materials, and presents at the annual Users' Conference. The role serves FICS API product lines and works with engineering to escalate high-severity issues with clear reproduction steps and code samples. The position works standard business hours, Monday through Friday, 8 am–5 pm CT. Work is sedentary and computer-intensive, with frequent phone and video-conference use and management of incoming and outgoing calls and emails.

Requirements

1–3 years of technical support, application support, or developer-relations experience; API/developer-focused experience preferred.
Working knowledge of C# sufficient to read, debug, and modify customer integrations.
Solid understanding of RESTful API design.
Proficiency with Microsoft Office (Excel, Word, and PowerPoint) and ability to learn FICS internal tools in a Windows environment.
Excellent verbal and written communication skills, with the ability to explain technical concepts to technical and non-technical audiences.
Demonstrated patience and empathy when working with customers.
Ability to manage multiple tasks, priorities, and deadlines with minimal supervision.
Comfort presenting to groups of 20 or more in live and recorded formats.
High school diploma or equivalent.

Nice To Haves

Bachelor’s degree in computer science, IT, or a related field.
Exposure to SQL or database querying for troubleshooting.
Prior experience in technical training, developer advocacy, or technical writing.
Experience in the mortgage or financial-services domain.

Responsibilities

Manage inbound support inquiries by phone, email, and chat across FICS API product lines; diagnose root causes, log resolutions, and escalate high-severity issues to engineering with reproduction steps and C# code samples.
Build customer trust through timely, empathetic communication and proactive check-ins with customers who have not reached out in three or more months.
Reproduce and isolate API integration issues using C#, Postman, or equivalent HTTP clients.
Execute regression and acceptance test suites before each release.
Document and file defects with reproduction steps, expected versus actual results, and severity classification.
Author, review, and maintain API endpoint references, code samples, change logs, and FAQs; ensure published C# examples compile and match the documented schema.
Create quick-start guides and integration walkthroughs for new features and product launches.
Develop, prepare, and deliver webinar curriculum for live and recorded on-demand sessions.
Gather post-session feedback and incorporate it into future training materials.
Present at FICS's annual Users' Conference.