Job Description
We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
This is an onsite position at our site, the Foundry, in Taguig City.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
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
Ninja Perks and Benefits
*Full time employees
● Competitive compensation
● Adherence to government-mandated benefits
● Retirement Savings Program with Company Matching
● Life Insurance
● HMO on day 1
● Paid time off, birthday leave
● Bonus and incentive plans
● Opportunities for skills training and personal and professional development
● Beautiful office space
● Free lunch provided daily
● Employee Referral Program
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
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Date Posted
11/04/2023
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Subjectivity Score: 0.9