Senior API Support Engineer — Remote, AI Help Center

Valid8 Financial, Inc.; Buenos Aires; Híbrido; ARS 104.209.000 - 163.756.000; Jornada completa

Descripción de la vacante

BatchData is seeking a Senior Technical Support Engineer to be the primary technical contact for customers integrating with our property data platform. You will handle complex API integrations, troubleshoot live scenarios, and continuously improve the AI support agent to scale our help operations.

You will collaborate with Product Owner and Engineering on issues, knowledge base content, and API documentation, while maintaining timely responses via email and Intercom.

Formación

• 4+ years in technical support or developer support for an API-first product.
• Experience supporting data products delivered via API and file delivery.
• Fluent in API concepts and ability to reproduce requests in Postman or curl.
• Working knowledge of databases, schemas, and basic SQL.

Responsabilidades

• Own and resolve conversations the AI agent cannot resolve.
• Escalate to Product Owner or Engineering with full reproduction steps when needed.
• Improve AI support resolution rate by updating content and guidance.
• Maintain first response within 30 minutes on email/Intercom during shift.
• Troubleshoot API integrations: authentication, API keys, payloads, status codes, rate limits and pagination.
• Assist customers using file-based data delivery and answer file format/schema questions.
• Document defects with reproducible steps and create Jira tickets.
• Collaborate on help center content, release notes, and API docs updates.
• Identify recurring issues and report them to Product and Engineering.

Conocimientos

REST APIs

HTTP status & codes

JSON & data formats

Postman/Curl

SQL basics

English communication

API documentation

Intercom/Zendesk usage

Herramientas

Jira

Intercom

Zendesk

Stoplight/Swagger/Readme/Redocly

Descripción del empleo

BatchData is seeking a Senior Technical Support Engineer to be the primary technical contact for customers integrating with our property data platform. You will handle complex API integrations, troubleshoot live scenarios, and continuously improve the AI support agent to scale our help operations.

You will collaborate with Product Owner and Engineering on issues, knowledge base content, and API documentation, while maintaining timely responses via email and Intercom.