About the Position:
The company is building a tight-knit, high-performing group of problem solvers to transform
how companies manage, develop, and monetize their APIs.
As a Tier 1 (Product) Support Engineer, you will help our support team troubleshoot
customers' issues.
Strong root cause analysis skills are required to diagnose and solve functional and technical
issues and provide timely solutions to internal and external customers in a professional
manner.

You will field questions, log and work on high-priority issues, meet with other team
members, and handle critical issues while collaborating internally with the extended Support
Team.
To be successful, you will need to combine customer communication, project management
know-how, and technical knowledge to drive the successful delivery of our Marketplace.

Responsibilities:
• Provide exceptional functional and technical support for the API Marketplace and
Enterprise customers
• Work with internal teams to understand and resolve complex issues
• Write troubleshooting documentation in the support knowledge base
• Be an expert in our products - capable of delivering meaningful recommendations,
troubleshooting, demonstrations, etc.

Requirements:
• Knowledge of APIs and their various types (Rest, SOAP, graphql) - Must
• 4-5 years of Tier 1/2 technical customer support for SaaS platforms
• Proven ability to take a deep dive into complex technical architectures, and
troubleshooting techniques including recreating issues in multiple technical
environments
• Excellent relationship management, customer service, and written communication
skills
• Comfortable with autonomy and ambiguity that comes with small, fast-moving
startups
• Skilled at multitasking, can juggle competing priorities while making sound business
decisions based on goals and objectives.
• Previous experience supporting developers in SaaS - Advantage