Senior API Specialist (Remote)
$103,837–$133,655 year
RemoteUnited States
Job Summary
Own API onboarding and partner support by guiding clients through setup in ezManage, managing token generation, and configuring webhooks for launch readiness. Serve as the senior escalation point for complex GraphQL and REST issues, isolating root causes in payload mapping, authentication errors, and delivery lifecycle events using Postman and observability tools. Drive reliability and scale by monitoring API health trends, identifying recurring failure patterns, and recommending process improvements to reduce support volume. Shape team workflows by defining support playbooks, troubleshooting guides, and developer documentation while providing technical training to internal teammates and external partners.
Required Qualifications
- Strong experience supporting API-based integrations in a technical support, implementation, partner support, or solutions-oriented role
- Hands-on experience with GraphQL and/or REST APIs
- Comfort interpreting JSON and XML
- Ability to read logs
- Ability to reason about webhook and event-driven flows
- Proven ability to troubleshoot and resolve complex technical issues under pressure
- Structured problem-solving
- Strong follow-through
- Excellent written and verbal communication skills
- Ability to explain technical concepts clearly to both technical and non-technical audiences
- Experience managing escalations
- Ability to balance multiple priorities
- Ability to know when to drive independently versus pull in cross-functional partners
- Strong operational mindset
- Desire to improve systems, documentation, and workflows
- Ability to connect technical issues back to customer, partner, and business impact
- Curiosity
- Adaptability
- Willingness to learn new tools, systems, and integration patterns
- Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable
Desired Qualifications
- Experience supporting external developers, technical partners, or B2B SaaS integrations
- Familiarity with API testing and debugging tools — Postman, GraphQL, webhook inspection, and HMAC signature validation
- Familiarity with Zendesk or similar support platforms
- Experience working across support and project-based workflows
- Experience with API support, Menus API workflows, or third-party restaurant technology and integration partners (e.g., Olo, Deliverect, Toast, Otter, Paytronix, Checkmate)
- Experience with monitoring and observability (e.g., SumoLogic) and analytics (e.g., Sigma) to track API health and trends
- Working knowledge of SQL and/or Python for data analysis, log investigation, or lightweight automation
- Exposure to proactive monitoring, root cause analysis, or reliability improvement work in a partner-facing environment
- Experience with API versioning, migrations, or deprecation planning with external partners
- Experience mentoring teammates or serving as a go-to escalation resource in a fast-paced environment
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