This position requires a blend of technical expertise, problem-solving skills, and exceptional communication abilities to troubleshoot and resolve issues promptly. You will work closely with our clients, internal development teams, and third-party service providers to diagnose, troubleshoot, and resolve technical challenges related to API integrations, POS systems, and payment gateways.

What You'll Do:

API Troubleshooting:

• Investigate and resolve issues related to API integrations, ensuring data integrity and system stability.
• Collaborate with development teams to identify root causes and implement effective solutions.
• Utilize tools such as Postman for API testing and validation.

Software-as-a-Service Support:

• Provide technical support to our SaaS clients, assisting them in resolving platform-related issues and inquiries.
• Guide clients through configuration settings and API usage to optimize their experience.

Log Management and Analysis:

• Utilize tools like Loggly to analyze system logs, identify anomalies, and troubleshoot errors effectively.

Error Monitoring and Reporting:

• Set up and monitor error tracking tools like Sentry to proactively identify and address software bugs and performance issues.

Point-of-Sale (POS) and Payment Integrations:

• Possess a basic understanding of POS integrations and payment gateways to assist clients with related inquiries.
• Collaborate with the development team to integrate and troubleshoot payment processing solutions.

Documentation and Knowledge Sharing:

• Document troubleshooting procedures, FAQs, and best practices to build a comprehensive knowledge base.
• Share insights and expertise with the support team to enhance collective capabilities.

What You Bring to the Table:

• Technical degree in Information Technology, bachelor's degree in computer science, Engineering, or a related field.
• Proven experience in technical support roles, preferably within a SaaS environment.
• Strong understanding of API concepts, RESTful architecture, and HTTP protocols.
• Proficiency in using API testing tools such as Postman.
• Familiarity with log management tools like Loggly and error tracking platforms like Sentry.
• Basic knowledge of POS integrations and payment gateways.
• Excellent problem-solving and analytical skills with a keen attention to detail.
• Exceptional communication skills, both verbal and written, with the ability to convey technical information to non-technical stakeholders effectively.
• Proactive mindset with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong teamwork and collaboration skills, with a commitment to fostering a positive and supportive work culture.

Preferred Qualifications:

• Familiarity with scripting languages such as Python, JavaScript, or Bash.
• Previous experience in a customer-facing role, providing technical support or training to clients.
• Certifications in relevant technologies or platforms (e.g., AWS Certified Developer, Postman Certified API Developer).
• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform.

The base salary range for this position is $68,000 to $75,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments.

The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.