Technical Support Agent (Tier 1)

Who We Are
Cross River Bank is fundamentally changing the way fintech companies do business. As venture-backed pioneers of the platform-based financial services model known as the partner bank, we’re building the best banking and technology products for our fintech partners - empowering them to grow, thrive, and better serve their customers. We’re working with over a dozen fintech firms of all sizes, ranging from unicorns with billion-dollar valuations to seed round companies.

Cross River Bank also sources, originates and services an array of commercial lending products across multi-family, retail, mixed-use, construction, transitional, healthcare, SBA and bridge loan categories as well as lender credit facilities secured by similar collateral.

Position Overview:

• The API Integration Specialist is equal parts software development aficionado, data exchange problem solver, and master relationship builder.
• Provides guidance as a technical resource and subject matter expert for client's API solutions.
• Responsible for developing, implementing, and maintaining technology integrations with clients and partners, the API Integration Specialist is the liaison between client's Product and Client Success Teams.
• Serves as an ongoing technical support contact, providing escalation, research and resolution oversight with appropriate teams when integration issues are reported.

 
Responsibilities:

• Integration Lead:
• Become an integral part of a dynamic team of developers in delivering complex data integration solutions utilizing both proprietary technologies and third-party APIs
• Assist the Director of Product in defining the strategy, solution, and evolution of data interchange between systems as new relationships are introduced and product needs evolve
• Design, implement, and test API integrations based on system requirements
• Communicate risks, issues, challenges, and status/progress of the project
• Document requirements, design, architecture, and test scripts
• Process Improvement:
• Identify and suggest process and technology opportunities which will improve the business model, service offering to customers and drive internal efficiencies
• Assess gaps in current partnership performance and determine systematic solutions to drive growth and achieve operational effectiveness; implementing strategic change when needed to achieve business goals
• Provides direction to and communicates with developers on best practices as it pertains to integration standards, security, and performance with internal systems
• Quality Control:
• Supports critical and highly complex partner integration initiatives; driving the development and implementation of an effective, consistent, and repeatable partner development program
• Perform full system and data integrity testing with technology platforms
• Relationship Management:
• Facilitates and advocates issue resolution with technology partners.
• Communicates product and detailed data specifications to clients and partners.
• Provides technical expertise and guidance to sales, client success, and product teams regarding data strategies to support client products

 
Qualifications:

• 3+ years of experience working hands-on with a variety of API integrations, technical support
• Knowledge of relevant internet protocols (i.e., TCP / IP, HTTP, FTP, etc.).
• Strong understanding of data structures and mapping techniques between disparate systems.
• Knowledge of technical writing principles and practices.
• Experience and ability to work with clients overseas
• Solid programming skills in at least one high-level language (PHP a plus), and willingness to explore other languages as needed to advise/troubleshoot with third party platforms.
• Knowledge of API's (REST) and the ability to understand JSON/XML files.
• Experience in reading log files
• Experience with SQL and a variety of databases. (mySQL, REDIS, ElasticSearch, .etc)
• Experience working with some public cloud services (e.g., Docker, AWS, Google Cloud).
• Creative, collaborative thinker with an ability to learn new things, assess problems, and identify proactive solutions quickly.
• Self-starter, dependable, reliable, detail oriented, time management sensitive, and comfortable leading change and getting things done.
• Project management experience within an agile environment is a plus.
• Ability to anticipate project risks and propose solutions.
• Willingness to try new approaches in order to better solve problems
• Possess excellent relationship building skills
• Excellent oral and written communication skills
• Nice to haves; NServiceBus, New Relic, Docker and Exigence