Customer Support - API Implementation

FICS, Inc.•Addison, TX

22h

About The Position

Financial Industry Computer Systems, Inc. (FICS®) is seeking an API Implementation Customer Support team member for its mortgage technology team. This is a hands-on, developer-facing support role serving as a first line of expertise for customers integrating with FICS API products. The role investigates customer issues, reproduces bugs in C#, tests endpoints before releases, maintains API documentation, and delivers customer education and presentations. The position manages inbound inquiries across calls, email, and chat tickets; diagnoses root causes; records resolutions; and escalates high-severity issues to engineering with clear reproduction steps and C# examples. It also reproduces and isolates integration issues with C#, Postman, or equivalent HTTP clients, and runs regression and acceptance tests before releases. The role documents defects, authors and maintains API references and supporting materials, and creates quick-start guides and integration walkthroughs. The employee develops and delivers live and recorded webinars, gathers feedback, and uses it to improve future training. The schedule is standard business hours, Monday through Friday, 8 a.m.–5 p.m. CT. The work is sedentary and computer-intensive, with frequent phone and video-conference use and management of incoming and outgoing calls and emails. FICS, founded in 1983 and headquartered in Dallas, Texas, specializes in end-to-end technology solutions for the mortgage industry. Its LoanWare® suite combines imaging, workflow, and web-based capabilities built on modern .NET architecture for lenders, servicers, and processors nationwide.

Requirements

1–3 years of technical support, application support, or developer-relations experience; API or developer-focused experience is preferred.
Working knowledge of C# sufficient to read, debug, and modify customer integrations.
Solid understanding of RESTful API design.
Proficiency with Microsoft Office, including Excel, Word, and PowerPoint, and ability to learn internal tools in a Windows environment.
Excellent verbal and written communication skills, including the ability to explain technical concepts to technical and non-technical audiences.
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.
Experience in technical training, developer advocacy, or technical writing.
Experience in the mortgage or financial-services domain.

Responsibilities

Manage inbound customer support inquiries by phone, email, and chat across FICS API product lines.
Diagnose issue root causes, log resolutions, and escalate high-severity problems to engineering with reproduction steps and C# code samples.
Communicate with customers in a timely and empathetic manner, including 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 and actual results, and severity classifications.
Author, review, and maintain API endpoint references, code samples, change logs, and FAQs; verify that published C# examples compile and match documented schemas.
Create quick-start guides and integration walkthroughs for new features and product launches.
Develop, prepare, and deliver live and recorded webinar curriculum.
Gather post-session feedback and incorporate it into future training materials.