API Support Specialist

Filevine
Salt Lake City
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Communication","Problem-solving","Customer-first attitude","Troubleshooting"]

Serve as the first point of contact for API support requests from developer community and integration partners. Triage and troubleshoot common public API issues such as authentication and request formatting, explain solutions to technical and non-technical users, and document outcomes in a ticketing system. Empower users through API documentation and help them achieve integration goals, while escalating more complex problems to Tier 3 support or engineering. Contribute to internal and external knowledge bases.

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FursaFursa
Filevine
Filevine
11 months ago

API Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Serve as the first point of contact for API support requests from developer community and integration partners. Triage and troubleshoot common public API issues such as authentication and request formatting, explain solutions to technical and non-technical users, and document outcomes in a ticketing system. Empower users through API documentation and help them achieve integration goals, while escalating more complex problems to Tier 3 support or engineering. Contribute to internal and external knowledge bases.
Location: Salt Lake City
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Be the primary contact for incoming API support requests via tickets, email, and chat.
  • •Diagnose and resolve common API issues, including authentication errors and request formatting problems.
  • •Explain technical concepts and solutions clearly to technical and non-technical users.
  • •Document user issues and solutions in a ticketing system and collaborate on complex problems with Tier 3 support or engineering.
  • •Guide users through API documentation and assist in creating/updating knowledge base articles for self-serve.

Pay and Benefits

Perks:Health InsuranceDentalVisionMaternity LeavePaternity LeaveDisability

Key Requirements

  • •1+ years of experience in a technical support, help desk, or customer-facing role, preferably in a SaaS environment.
  • •Proficiency in at least one language commonly used with APIs (e.g., Python, Javascript, PHP).
  • •Familiarity with API testing tools such as Postman or Insomnia.
  • •Strong communication skills to explain complex topics to technical and non-technical audiences.
  • •Ability to troubleshoot and debug code, providing coding samples when needed.
Experience:1+ yearsSaaS
Skills:CommunicationProblem-solvingCustomer-first attitudeTroubleshooting
Tech Stack:APIPythonJavascriptPHPPostmanInsomniaZendeskJira Service DeskPublic apiAPI documentation

Company Brief

Filevine
Provides cloud-based legal case management and practice management software for law firms and legal departments, offering document management, communication, reporting, and workflow automation to streamline case handling and client collaboration.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Salt Lake City, United States
Founded: 2014
WebsiteLinkedIn