Technical API Support Officers  

Job Description - Overview:

The Technical API Support Officer will support the API-based open banking channel. The Support Officer will provide after sales technical support to API Developers and support the Portal/ Marketplace products and handle issues or inquiries raised by corporate API clients and consumers.

Key Job Functions and Duties:

• Receive API product-related issues and inquiries from API Consumers via email (and/or Viber messages).
• Provide a timely and accurate response/acknowledgement to the API Consumers upon receipt of the issue/inquiry.
• Request for the details from the API Consumer necessary to the investigation and resolution process.
• File a ticket to the ticketing system of the bank for proper documentation and monitoring.
• Investigate the nature of the issue or inquiry and assess the effort needed to confirm, resolve, and close the issue.
• Perform root cause analysis by checking and interpreting the API call logs, API database entries and by documenting the findings.
• Assess if there is a need to escalate the issue to Level 2 Support Units which includes Service Management, Database Administrators, Network Support, Core Product Technical Support, Core Product Operations, and Core Product Management Team.
• Escalate and communicate the issue to Level 2 Support Units along with the initial findings from the logs and database entries.
• Update the ticket with the escalation details and tagging of the issue.
• Monitor the aging rate of the ticket and follow up with the relevant Level 2 Support Units when necessary or as stated in the Service Level Agreement.
• Receive investigation findings, turn-around-time estimates, or resolution confirmation from Level 2 Support Units and update the ticket accordingly.
• Relay constant updates (findings, escalations, dependencies, timelines, resolution, etc.) to the client when necessary or as stated in the Service Level Agreement.
• Ensure that the agreed SLAs are met and strictly enforced.
• Actively monitor overall API transaction behavior and flag unusual trends (e.g. multiple/high failure rate, unusually low transaction volume, etc.)
• Relay timely advisories (such as scheduled system maintenance, network issues, core system downtimes) from the Level 2 Support Units to API Consumers via email or Viber messages.
• Report major issues or status updates to the API Product Team Point-Of-Contact.
• Conduct regular service review with the API Product Team to gauge customer satisfaction and identify areas for product or process improvements.
• Receive new product and client cascades from the API Product Team Point-Of-Contact.

General skills:

• Capable of effectively handling client-facing engagements and support.
• Capable of effectively communicating with internal units to relay or escalate issues and concerns.
• Tracks problems logged and ensures that appropriate problem resolution has occurred and that system issues are addressed and communicated accordingly.
• Identifies and escalates to the appropriate resource, problems requiring urgent attention.
• Excellent communication skills
• Ability to work well within a support team.
• Good analytical and troubleshooting skills.
• Ability to work in a fast-paced environment.
• Excellent research and problem diagnosis skills as well as ability to quickly obtain information to allow accurate and timely decisions.
• Broad technical background and work experience in a similar role
• Lead 6-8 years exp. Senior 6 years’ exp. Mid 4-6 years exp. And Junior 2-3 years exp.
• Level will be decided post interview

Technical Skills:

• Have good programming knowledge (JAVASCRIPT and Node.JS) to be able to understand and read syntaxes or snippets from API Consumers and be able to perform root-cause analysis.
• Possesses technical knowledge and understanding of RESTful APIs and data formats such as JSON.
• Proficient in tools and scripts to access API source codes.
• Proficient in tools and scripts to access database entries (SQL).
• Proficient in tools and scripts to access log files and entries.
• Able to learn and grasp the components of the API Developer Portal/Marketplace such as the products and clients.

Qualifications and Accreditations:

• Bachelor’s Degree with a major in Computer Science, Information Systems

Reporting structure:

• The Support Officer will report to Fintech Group – API Product Team