Would you like to provide first-class guidance and support to the customer? Are you a customer-centric and data-driven individual? About our Team This team operates the first-ever Faculty Information System for higher education institutions. Additionally this team supports the widely used Dossier product for individual scholars, and the Researchfish impact assessment platform for funders and research organizations. About the Role You will be responsible for becoming a subject-matter expert on Interfolio’s REST and GraphQL APIs. You will assist clients in best making use of our growing API ecosystem at all stages of implementation. Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Responsibilities Interfacing with clients to assist in implementation of integration use cases, including creating integration design schematics. Reviewing, analyze, document and report bugs and negative use-case patterns reported by clients. As a SME to others in the organization including for pre-sales, product support, technical services and implementation services. Be able to lead targeted conversations that provide prescriptive and definitive technical/configuration/implementation best practices. Utilizing tools to effectively test API calls, demonstrate usage to clients and reproduce bugs. Provide creative mitigation strategies for customers to work around issues that may require time to fix. Fix data conditions that might be causing issues for our customers Gathering customer feedback and creating enhancement requests for an improved integrations experience. Document steps for implementing common integration use cases for reference as a public facing resource. Assisting in creation of API documentation, including OAS- or Swagger-type documentation. Requirements Have formal training in software development using a major language (Javascript, Ruby, Java, etc). Experience in customer support or services. Thrives in a fast-paced environment that requires considerable multi-tasking Possess substantial experience with SSO implementation and troubleshooting. SML-based, with working knowledge of popular IDPs (Okta, Azure, ADFS) Have the ability to adapt to quickly changing priorities. Possess critical-thinking and problem-solving skills. Experience collaborating cross-functionally across engineering and business units. Advanced knowledge of API integrations and best practices. Experience in a data-heavy setting, including ownership of data ingestion, transformation, mapping, load procedures/methods, databases, etc. Experience with change management and driving organizational change. Experience with risk assessment and analysis. Adept at stakeholder management and understanding who (internally & externally) needs. Be informed on the progress of the service, the frequency, and the method of communication. Work in a way that works for you We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive Working for you We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits Health Savings, Health Care, Dependent Care and Commuter Spending Accounts Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice About the Business A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world. Salary Range To be added when data can be disclosed ----------------------------------------------------------------------- Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120. Please read our Candidate Privacy Policy. RELX is a global provider of information and analytics for professional and business customers across industries. We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients. In short, we enable our customers to make better decisions, get better results and be more productive.