Product Support Specialist

tastylive•Chicago, IL

8h•$94,000•Hybrid

About The Position

Our Product Team manages the portfolio of features and enhancements that power tastytrade, guiding each initiative from initial concept through discovery, build, deployment, and continuous improvement. As a Product Support Specialist for Open API, you'll serve as the critical bridge for our Open API customers, providing technical support for our public API while gathering insights that directly shape our roadmap. You'll develop deep expertise in RESTful APIs, OAuth authentication, and trading workflows, partnering with Engineering and Product teams to ensure our API delivers an exceptional developer experience.

Requirements

Bachelor's degree in Computer Science, Software Engineering, or related technical field, or equivalent practical experience
Experience in technical support, API support, developer relations, or software engineering roles
Strong understanding of RESTful API architecture, HTTP/HTTPS protocols, authentication methods (OAuth 2.0, session tokens), and WebSocket connections
Experience with API testing tools (Postman, curl, Insomnia) and ability to craft complex API requests, troubleshoot responses, and validate payloads
Familiarity with version control (Git), API documentation tools, and development workflows
Understanding of basic trading concepts (order types, instrument types, market mechanics) or demonstrated ability to quickly learn domain-specific technical systems
Analytical mindset: Ability to diagnose technical issues systematically, identify root causes, and document reproduction steps clearly
Customer-focused communication: Excellent at translating technical concepts for varied audiences while maintaining technical accuracy
Self-directed learner comfortable with complex technical systems and emerging technologies
Strong preference for obtaining securities licensing (SIE and Series 7) within 60 days of starting the role

Nice To Haves

Experience with financial services APIs or trading platform integrations
Contributions to open-source projects or public GitHub repositories
Knowledge of options trading, futures, or equity market mechanics
Experience with monitoring tools, logging systems, or API analytics platforms

Responsibilities

Manage the Open API support inbox, triaging and resolving developer inquiries with aggressive same-day and 2 business day resolution expectations
Debug complex API integration issues including authentication flows, WebSocket connections, request/response formatting, and rate limiting challenges
Reproduce bugs in local development environments, create minimal reproducible examples, and document technical issues for Engineering escalation
Coordinate regular touchpoints with Product Manager and Engineering Manager to resolve advanced technical questions and facilitate knowledge transfer
Monitor developer communities (Reddit, Discord, forums, GitHub) to proactively address questions and emerging issues
Create and maintain internal canned responses in Salesforce for common API questions, including code snippets and troubleshooting workflows
Develop external customer-facing FAQs, integration guides, and code examples on the developer portal
Build and maintain the tastyworks-public-api Postman collection with working examples for all instrument types, order types, and complex trading strategies
Create sample integration code in multiple languages demonstrating authentication, order placement, market data streaming, and error handling
Identify gaps in public API documentation each quarter and contribute directly to documentation improvements with technical accuracy
Aggregate feedback from support tickets, community forums, and direct developer interactions to identify patterns in pain points and feature requests
Analyze API usage patterns, error logs, and integration challenges to surface systemic issues and enhancement opportunities
Transform developer insights into actionable product recommendations with technical specifications that enhance API functionality
Collaborate with Product Managers to prioritize feature requests and bug fixes based on developer impact
Track enhancement requests and monitor resolution progress, providing technical context to stakeholders

Benefits

Performance Bonuses
Stock Purchase Options
401k Plan
Medical/Dental/Vision Benefits
20 Paid Vacation Days (plus an additional paid vacation day the month of your birthday!)
10 Paid Sick Days
Gym Membership Reimbursement
Commuter Benefits
Pet Insurance
Wellness & Mental Health Programs
Charitable Donation Matching
Two Paid Volunteer Days Off
Daily catered lunch when in the office
Full kitchen with snacks and beverages
In-building gym
Shuttle to/from Metra