Coordinator, Customer Facing API Support

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. 

Qualifications

• Bachelor’s Degree or international equivalent required. 
• Degree in Information Technology, Computer Science, Engineering, or related field preferred. 
• Experience in API support, technical support, systems integration, or application support environments preferred. 
• 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. 
• Experience working in cross-functional environments with engineering and business teams preferred. 
• Knowledge of API monitoring tools, logging systems, or integration platforms preferred. 
• Strong organizational skills with ability to manage multiple priorities in a fast-paced environment.