What We offer:

What You’ll Be Doing:

• Troubleshoot API issues, test API calls, and interpret messaging workflows to identify and resolve integration problems.
• Monitor systems using dashboards and basic diagnostic tools to detect anomalies, track incidents, and ensure service health.
• Write and execute SQL queries to investigate, analyze, and resolve customer or system issues.
• Manage incidents and escalations with a structured, situation-based problem-solving approach; ensure clear follow-through and resolution.
• Communicate effectively with customers, internal stakeholders, and external partners during escalations, providing timely updates and guidance.
• Collaborate with cross-functional teams and contribute to knowledge bases/documentation in Jira, Confluence, and Zendesk.
• Continuously learn and adapt — bringing fresh ideas, proactive solutions, and a growth mindset to the team.

What We Expect You To Have:

• Minimum 3+ years of experience in technical support, systems, or operations role (more experience is a plus).
• Strong API troubleshooting skills, including the ability to test and analyze API requests/responses.
• Proficiency in SQL for querying and analyzing data from relational databases.
• Familiarity with monitoring tools, dashboards, and basic diagnostic workflows.
• Excellent problem-solving skills with the ability to adapt to different scenarios and resolve issues under pressure.
• Strong verbal and written communication skills, with proven experience managing escalations.
• Experience using Jira, Confluence, and Zendesk (or similar ticketing/documentation tools).
• A proactive mindset and enthusiasm for learning, beyond just following processes.
• Experience with SaaS or cloud-based environments.
• Knowledge of scripting languages (e.g., Python, Bash) for automating diagnostics or data analysis.
• Familiarity with incident management frameworks (e.g., ITIL).