API Support Specialist — After-Sales & Troubleshooting

Questronix Corporation; Metro Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Questronix Corporation is seeking a technically skilled after-sales support specialist to handle API Developer Portal/Marketplace queries. The role focuses on timely responses, data gathering, and escalation to Level 2 teams while ensuring adherence to SLAs.

You will monitor API behavior, communicate findings, and provide regular status updates to corporate API clients. The ideal candidate has IT-related education, strong analytical skills, and the ability to work onsite in Ortigas.

Qualifications

• College graduate in IT or related field is required.
• The candidate should demonstrate strong analytical and planning abilities.
• Excellent communication and presentation skills are essential.
• Problem-solving skills and the ability to work onsite in Ortigas are required.

Responsibilities

• Receive API product-related issues and inquiries from API Consumers via email and/or Viber messages.
• Provide timely and accurate responses and acknowledge receipt of issues.
• Request details from API Consumers needed for investigation and resolution.
• File tickets in the bank’s ticketing system for documentation and monitoring.
• Investigate issues by checking API call logs and database entries and document findings.
• Escalate to Level 2 Support Units as needed and communicate initial findings.
• Update tickets with escalation details and monitor aging rate.
• Relay updates to clients as per SLA and coordinate with API Product Team.

Skills

Analytical thinking

Planning skills

Communication skills

Presentation skills

Problem-solving

Willing to work onsite

Education

Bachelor’s degree in IT or related field

Job description

Job Summary

To be able to provide after-sales technical support to API Developer Portal/Marketplace products and handle issues or inquiries raised by corporate API clients/consumers.

Job Summary

To be able to provide after-sales technical support to API Developer Portal/Marketplace products and handle issues or inquiries raised by corporate API clients/consumers.

Job Description

• Receive API product-related issues and inquiries from API Consumers via email and/or Viber messages.
• Provide a timely and accurate response/acknowledgment to the API Consumers upon receipt of the issue/inquiry.
• Request for the details from the API Consumer necessary for 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 and by documenting the findings.
• Perform root cause analysis by checking and interpreting the API database entries and by documenting the findings.
• Assess if there’s a need to elevate 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.11. 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, and 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 reviews with the API Product Team to gauge customer satisfaction and identify areas for product or process improvements.

• College graduate in any IT related course
• Strong analytical and planning skills
• Good communication and presentation skills
• Excellent problem-solving skills
• Willing to work onsite in Ortigas
• Can start ASAP