Support Engineer API Platform

What you will be doing

We are seeking a highly motivated and experienced Support Engineer to assist Verizon API Producers in the API onboarding process, ensuring the efficient integration of APIs into our ecosystem. As well as assisting API Consumers as they look to make use of existing Verizon API capabilities to create and drive value. If you are passionate about customer satisfaction, have an understanding of API technologies and the software development cycle, and thrive in a collaborative and dynamic environment, we'd love to have you on our team.

As an API First Support Engineer you will be responsible for guiding the API onboarding process, working closely with API producer teams, architects, engineers, and technical writers to ensure a smooth and successful API integration. You will also work with API consumers to ensure they are able to access and leverage APIs on the API First platform. This role requires an understanding of API technologies, software engineering and technical skills, and Agile methodologies.

• Manage day-to-day support operations, ensuring timely resolution of customer issues and escalations.
• Develop and maintain support documentation, knowledge base articles, and training materials.
• Collaborate closely with engineering, product, and other cross-functional teams to resolve complex issues, advocate for customer needs, and drive product improvements.
• Proactively identify and address potential support challenges and areas for improvement.
• Analyze support trends and data to identify root causes and implement solutions to prevent recurring issues.
• Champion a customer-centric approach to support, ensuring a positive and seamless experience for all users.

What we are looking for

You'll need to have:

• Bachelors degree or four or more years of work experience.
• Four or more years of experience in a technical support role.
• Proven experience supporting both internally and externally facing products.
• Understanding of REST APIs, with bonus points for experience with GraphQL, SOAP, and/or other API types.
• Basic knowledge of API gateways, with bonus points for past experience with Apigee Gateways.
• Experience supporting the software development lifecycle, developers, and software development tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• Experience with cloud-based testing infrastructure tools such as Saucelabs and BrowserStack

Even better if you have one or more of the following:

• Strong analytical and troubleshooting skills, with experience.
• Excellent communication, interpersonal, and problem-solving skills.