Coordinator, Customer Facing API Support

TForce Freight•Innsbrook, VA

About The Position

This role focuses on providing day-to-day operational support for external APIs. Key responsibilities include monitoring performance, troubleshooting issues, supporting customer onboarding, maintaining documentation, and analyzing usage trends. The coordinator will also assist in testing API enhancements, support incident management, and collaborate with cross-functional teams to improve API reliability and user experience. Process improvements and automation are also key aspects of this role, ensuring adherence to SLAs and operational standards.

Requirements

Bachelor’s Degree or international equivalent required.
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.
Strong organizational skills with ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Degree in Information Technology, Computer Science, Engineering, or related field preferred.
Experience in API support, technical support, systems integration, or application support environments preferred.
Experience working in cross-functional environments with engineering and business teams preferred.
Knowledge of API monitoring tools, logging systems, or integration platforms preferred.

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.