Integration Support Specialist

LAND GORILLA INC•Austin, TX

15h•Remote

About The Position

The Integration Support Specialist is the technical expert our customers turn to when they are connecting Land Gorilla to the rest of their technology stack. This role focuses on providing technical support and troubleshooting assistance for clients using native integrations, Single Sign-On (SSO), and our public APIs — both during implementation and throughout the ongoing customer relationship. In addition to integration-focused work, this role contributes to the broader Customer Support team by assisting customers with general technical issues. This position requires strong technical skills, excellent written and verbal communication in English and Spanish, and a solution-oriented, customer-centric approach. At Land Gorilla, we build technology in a culture of psychological safety. We value learning over blame, collaboration over competition, and curiosity over certainty. We expect team members to document root causes — not just fixes — and to share what they learn so the next person saves time. If you find energy in solving puzzles, teaching what you discover, and supporting teammates across functions and borders, you will find a good home here.

Requirements

Bilingual: Excellent verbal and written skills in both English and Spanish.
Technical Troubleshooting: Ability to diagnose and resolve technical issues related to SSO, API integrations, data transfer, and general software behavior.
API Development and Testing: Ability to create and execute API tests using Postman (or an equivalent tool) and interpret test results.
SAML and SSO Knowledge: Understanding of SAML certificates, SSO login flows, and systematic troubleshooting of SSO errors.
API and Integration Knowledge: Familiarity with REST APIs, JSON and XML data transfer, HTTP status codes (e.g., 401, 403, 500), and common integration failure modes.
Communication Skills: Clear, professional written and verbal communication with technical and non-technical audiences.
Problem-Solving Skills: Ability to analyze error logs, identify root causes, and propose multiple candidate solutions.
Customer Support Skills: Patience, empathy, and a customer-centric approach across a wide range of inquiries and customer moods.
Analytical Skills: Strong analytical thinking with the ability to evaluate tradeoffs between multiple potential solutions.
2–3 years of customer service experience, or equivalent experience in a technical support specialist role.
2–3 years of hands-on technical experience working with APIs (consuming, testing, or supporting).
Demonstrated experience in troubleshooting SSO and/or integration issues in a production environment.
Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.

Nice To Haves

Experience supporting SaaS products in financial services, lending, or construction technology.
Familiarity with one or more major IdPs (Okta, Azure AD / Entra ID, ADFS, OneLogin, Google Workspace).
Experience with ticketing platforms such as Zendesk, Jira Service Management, or Salesforce Service Cloud.
Basic familiarity with PHP, MySQL, or reading application logs in AWS CloudWatch.
Prior experience writing or maintaining customer-facing technical documentation.

Responsibilities

Diagnose and resolve complex technical issues related to integrations, APIs, and single sign-on.
Conduct API implementation calls with customers and answer implementation questions from internal team members.
Review client-proposed integration designs for supported use cases and proactively flag risks or issues before they reach production.
Troubleshoot SSO login issues across the Identity Providers (IdPs) used by our customer base, including Okta, Azure AD, ADFS, and others.
Respond to and troubleshoot native integration issues in partnership with our integration partners and clients.
Communicate clearly with clients — asking the right questions, setting expectations, and providing detailed, reproducible instructions.
Document and continuously improve support documentation for integrations, APIs, and SSO so customers and teammates can self-serve.
Assist customers and internal users with general technical issues related to Land Gorilla software via phone, email, and web conferencing.
Translate complex technical issues into clear, concise, and accessible explanations — both written and verbal.
Collaborate with Development, QA, Program Management, and Customer Success to resolve cross-functional customer issues.

Benefits

Health (+Dependent Coverage), Dental, and Vision Insurance Package
12 Observed Holidays
Paid Time Off: Accrues up to 160 hours/ 20 days
Paid Sick Leave: 40 hours
2 Floating Holidays
Paid Family Leave
401(k) and Company Matching
Employee Assistance Programs (EAPs) for Mental Health, Financial Planning, Crisis Intervention
Remote Company - Work From Home Policy
Monthly Stipend