Lead of API Technical Support

5 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Hyphen Connect Full time

We are looking to hire for one of our ecosystem projects. Our client, a leading digital assets ecosystem globally, is in search of a Lead of API Technical Support.

In this role, you will:

  • API Technical Support:
    • Provide API integration and technical support to help customers smoothly integrate and use the API interface provided by the company.
    • Answer customers' technical questions about API calls, interface documents, function implementation, etc. to ensure that customers can use API efficiently.
    • Communicate with customers and collect feedback, analyze problems and propose solutions to ensure timely resolution and satisfaction of customer problems.
  • API Documentation and Training:
    • Write and maintain detailed API documents, including interface documents, sample codes, use cases, etc., to ensure that the documents are clear and easy to understand.
    • Provide customers with API usage training, explain the design, functions and best practices of API interfaces, and help customers understand and effectively use APIs.
  • Troubleshooting and Problem Solving:
    • Responsible for the diagnosis and resolution of API-related issues, including interface call errors, performance issues, permission issues, etc.
    • Collaborate with the development team to analyze and resolve technical faults of APIs and optimize the stability and performance of API interfaces.
  • API Performance Monitoring and Optimization Suggestions:
    • Monitor the performance of API interfaces, collect and analyze API usage data, and discover potential problems and optimization points.
    • Provide customers with best practices for API use and suggest how to optimize API integration and improve application performance and stability.
  • Work closely with development, product, operation and maintenance teams to understand product requirements and provide technical support to promote the improvement of API functions and the release of new functions.
  • Participate in the functional planning and version iteration of API products, provide customer feedback and technical suggestions, and ensure the continuous optimization and update of API services.

You might thrive in this role if you have:

  • Educational background: Bachelor degree or above, major in computer science, software engineering or related
  • More than 1 year of experience in API technical support, software development or related technical support.
  • Experience in API document writing, interface debugging and integration testing, and experience in communicating and supporting customers.
  • Technical skills:
    • Familiar with common Web API (RESTful API, SOAP, etc.) design specifications and implementation methods.
    • Familiar with at least one programming language (such as Java, Python, JavaScript, Go, etc.), able to read and understand code, and help customers solve integration problems.
    • Understand common API management platforms such as Swagger, Postman, Apigee, etc.
    • Understand common data exchange formats such as HTTP protocol, JSON, XML, and have basic debugging skills.
    • Proficient in listening and speaking English
  • Communication and service skills:
    • Have good communication skills, can explain technical problems to customers clearly and concisely and provide solutions.
    • Focus on customer experience, be able to listen to customer needs patiently, and proactively solve customer problems.
    • Able to work efficiently in a high-pressure environment, and quickly respond to and solve technical problems encountered by customers.
    • Can support night shift work
  • Problem solving and analysis skills:
    • Good troubleshooting skills, able to quickly locate and propose solutions when encountering technical problems.
    • Able to effectively analyze API performance data, identify bottlenecks and provide optimization suggestions.

It will be a plus if you have:

  • Experience in API testing and API performance optimization.
  • Familiar with API security mechanisms, such as OAuth, JWT and other authentication methods.
  • Experience in API product design and development, and the ability to participate in API design and optimization.
  • Experience in customer service, and the ability to bridge the gap between customer support and product development.
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