Senior API Support Engineer - Remote, AI-Driven

Valid8 Financial, Inc.; Bogotá; Presencial; COP 282.397.000 - 376.530.000; 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 what the AI agent cannot resolve and help improve the AI so it handles more over time.

You will troubleshoot live API integrations, explain data fields, and determine when to escalate to Product Owner or Engineering. You will also work on the help center, release notes, and API documentation, and support offshore US-based

Formación

• 4+ years in technical support, support engineering, or developer support for an API-first or data product, with a significant share of that time spent helping customers build and debug integrations.
• Hands-on experience supporting a data product delivered through more than one channel, e.g. REST API plus bulk file delivery.
• Fluency in API concepts: REST, HTTP methods and status codes, JSON, authentication tokens, pagination, rate limiting, and webhooks.
• Working knowledge of databases and query concepts; read/write basic SQL.
• Excellent written English and clear spoken English; comfortable with screen shares.
• Experience using an issue tracker (Jira preferred) to elevate defects.
• Hands-on experience with Intercom, Zendesk, or similar.
• Experience writing customer-facing technical content.
• Experience supporting US-based customers from offshore location.
• Familiarity with OpenAPI/Swagger and documentation platforms.
• Background in real estate, proptech, mortgage, title, or marketing data.

Responsabilidades

• Own conversations the AI agent cannot resolve and close them.
• Improve resolution rate of the Intercom AI support agent by editing content and tracking outcomes.
• Hold a first response within 30 minutes on email and Intercom during your shift.
• Troubleshoot API integrations: authentication, keys, payloads, HTTP codes, rate limits, pagination, and sandbox vs production.
• Assist with file-based data delivery questions and data schemas.
• Reproduce and document defects; create well-formed Jira tickets and track to closure.
• Join follow-up calls/screen shares when needed.
• Collaborate on help center articles, release notes, and API docs.
• Identify recurring issues and bring them to Product/Engineering.

Conocimientos

API concepts

Postman / curl

SQL basics

English proficiency

Jira

Customer-focused content writing

Herramientas

Intercom

Zendesk

Jira

Postman

Swagger/OpenAPI

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 what the AI agent cannot resolve and help improve the AI so it handles more over time.

You will troubleshoot live API integrations, explain data fields, and determine when to escalate to Product Owner or Engineering. You will also work on the help center, release notes, and API documentation, and support offshore US-based