Senior API & Integrations Support Engineer

Respond.io; Kuala Lumpur; Sur place; MYR 120 000 - 240 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Flexible working hours

Virtual events & team activities

Résumé du poste

Respond.io is seeking a Senior Technical Support Engineer, APIs & Integrations, to own quality standards and enablement across API integrations with customer tools (CRMs, MCPs, webhooks) and messaging channels. This IC role emphasizes architecture of quality frameworks and training from the ground up.

The candidate should solve complex technical problems, drive improvements, and collaborate with cross-functional teams to elevate customer conversations on our AI-powered platform.

Qualifications

• 5+ years of professional experience in B2B SaaS with proven experience as SME or escalation point and hands-on quality checking, training, coaching, or enabling team members.
• Deep hands-on expertise in 3rd-party integrations (APIs, MCPs, webhooks, CRMs, and iPaaS tools like n8n, Zapier, or Make).
• Proven ability to evaluate AI/human answers, diagnose root causes behind quality gaps, and implement lasting fixes.

Responsabilités

• Own the topic's support experience and ensure quality standards.
• Define and maintain rubrics, policies, and response standards for agents and AI outputs.
• Identify and close quality gaps by analyzing trends and feedback and updating standards, processes, macros, guides, or training.
• Develop and deliver targeted enablement materials and onboarding resources for agents and team leads.

Connaissances

APIs & integrations

QA & enablement

AI-tool fluency

Training & coaching

Project & stakeholder management

Outils

n8n

Zapier

Make

MCPs

Description du poste

Respond.io is seeking a Senior Technical Support Engineer, APIs & Integrations, to own quality standards and enablement across API integrations with customer tools (CRMs, MCPs, webhooks) and messaging channels. This IC role emphasizes architecture of quality frameworks and training from the ground up.

The candidate should solve complex technical problems, drive improvements, and collaborate with cross-functional teams to elevate customer conversations on our AI-powered platform.