API Developer Support

What does a day in the life of an API Support Engineer look like?

•  Provide quick, concise, and empathetic support to our client and user base through multiple channels: tickets, email, chat, and outbound calls on a variety of subjects ranging from technical troubleshooting to some level of coding related to API support, etc.
• In addition to API and Connector knowledge, this resource should have relevant experience supporting computer languages such as .Net, Java, and APEX to be able to provide expert first-level support.
• Escalate technical platform issues to Engineering, and program issues to the Technical Customer Success L3 and to TL/Manager on duty.
• Suggest and/or relay suggested platform improvements or documentation adjustments to the Product team.
• Identify improvements to workflows to gain efficiency through documentation, improved processes, and automation.
• Maintain and manage internal and customer/researcher documentation. 
• Provide answers and break/fix support to technical questions or issues related to Conga Document Generation products.
• Provide technical assistance to customers having challenges in building their Conga Buttons and process.
• Handle customer cases in a timely manner based on set Service level agreements.
• Connect with customers via call/screen share meeting to understand and troubleshoot customers’ technical concerns.
• Explain and educate customers on the process and technical steps taken to ensure customers learn how to maintain their solutions and processes.
• Provide basic resources to customers looking to expand their Conga knowledge.
• Flexible and able to work individually or as a group on a special project(s) that aims to provide excellent customer service and experience.
• May perform additional responsibilities analogous to this role, skill, and capability to provide further support to the TCS Team
• Include performing deep-dive technical investigations, working closely with customers to identify and resolve technical problems, and providing detailed technical advice and guidance to other lower-level technical support analysts. 

What are the required qualifications of an API Support Engineer?

• Minimum of 1 year solid experience as API Technical Support/API Development Support/API Support Engineer or similar roles.
• Experience in debugging API error codes
• Familiar with API Design ( Rest and/or SOAP API; Webhook API)
• Experience with programming language (CSS, Java, VB.Net, JSON, APEX) and SQL Scripting
• Familiar with Postman API
• General web concepts (HTTP, web applications, etc.)
• Strong exposure to single sign-on authorization techniques OAuth, including the use of basic SSO platforms like Okta, iDaptive, or OneLogin (JIRA, API)
• Strong knowledge of API and Connector knowledge
• Experience troubleshooting REST API connectors, and pre-packaged integrations.
• Experience or exposure to bug tracking and reporting software 
• Ability to query and understand data in several different ways.
• Perseverance when triaging and investigating software bugs, including the ability to delve deep into the technical side of a problem.
• Enthusiasm for working closely with L3 engineering support. 
• Willing to work at Foundry Site, BGC, Taguig at least 2 days per week.

Preferred Qualifications:

• Salesforce Administration experience