
Developer Experience Advocate
6 days ago
We're seeking a talented API Support Engineer to join our team. As an API Support Engineer, you will work closely with our customers to provide timely and effective support for their technical issues related to our API products.
About the RoleThe ideal candidate will possess a deep understanding of our API products and services, as well as excellent technical problem-solving skills. They will be able to identify root causes and provide effective solutions to our customers.
As an API Support Engineer, you will be responsible for providing support to our customers via email or chat applications. You will use targeted questions to quickly understand the root of customer issues and contribute to product improvement by collecting customer feedback and identifying patterns or essential information from customer interactions.
Responsibilities- Provide timely support to both technical and non-technical customers.
- Use targeted questions to quickly understand the root of customer issues.
- Contribute to product improvement by collecting customer feedback and identifying patterns or essential information from customer interactions.
- Take ownership of technical issues and queries, collaborating with relevant team members from engineering, sales, or marketing to resolve them.
- Prioritize and manage several open issues simultaneously.
- Follow up with customers in a timely manner to inform them of bug fixes, feature releases, ensuring their satisfaction.
- Provide weekly/monthly reports on customer issues and their status.
- Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
- Communicate with clients over the phone or provide clear, written instructions and technical manuals until the issue is resolved.
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