About InteliSys

Product Support Specialist

Duties and Responsibilities

• Provide timely and comprehensive technical support to customers using our APIs via email, chat, phone, and ticketing system.
• Troubleshoot and resolve API-related issues, including identifying and resolving bugs, configuration problems, and user errors.
• Assist customers and partners with API integration, authentication, and usage best practices.
• Collaborate with internal development and product teams to escalate and resolve complex technical issues.
• Create and maintain detailed API documentation, FAQs, and knowledge base articles to assist customers, partners, and internal development teams in self-help. 
• Monitor API performance and proactively identify potential issues, participating in the continuous improvement of API quality and reliability. 
• Stay up-to-date with industry trends and best practices related to APIs and recommend improvements to our API offerings. 
• Provide occasional after-hours and weekend support on a rotating schedule.

Skills and Experience

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• Proven experience in API support, technical support, or a related technical role.
• Strong understanding of API concepts, protocols (REST, SOAP, GraphQL, etc.), and data formats (JSON, XML).
• Excellent problem-solving and debugging skills with the ability to analyze and resolve technical issues effectively.
• Outstanding communication skills with the ability to convey complex technical concepts to both technical and non-technical audiences.
• Customer-focused mindset with a passion for delivering exceptional customer service.
• Experience with Postman for API testing and debugging. Knowledge of other API monitoring tools and analytics platforms is a plus.
• Familiarity with API security principles and best practices.
• Familiarity with SQL Server and SSRS for data analysis and reporting.
• Knowledge of Jira for tracking and managing support tickets and tasks efficiently.
• Ability to work independently and as part of a collaborative team in a fast-paced environment.
• Strong time management skills with the ability to prioritize and manage multiple tasks simultaneously.

 Compensation and Benefits