Senior API Support Engineer – Remote & AI-Driven

Valid8 Financial, Inc.; Mexico; Hybrid; MXN 450,000 - 600,000; Full time

Job summary

BatchData seeks a Senior Technical Support Engineer to be the primary technical contact for customers integrating with our property data platform. You will troubleshoot live API integrations and explain data fields, collaborating with Product and Engineering to improve API docs and release notes.

The role requires strong API knowledge, REST/HTTP experience, and excellent written and spoken English. Remote work aligns with US East business hours.

Qualifications

• 4+ years in technical support, support engineering, or developer support for an API-first or data product.
• Hands-on experience supporting a data product delivered through multiple channels (REST API plus bulk file/feeds).
• Fluency in API concepts: REST, HTTP methods and status codes, JSON, tokens, pagination, rate limits, webhooks.
• Excellent written and spoken English; comfortable screen sharing with US developers.
• Experience using Jira or similar issue trackers to track defects with engineering.
• Hands-on experience with Intercom, Zendesk, or similar support platforms.
• Experience writing customer-facing technical content (help center articles, release notes, API references).
• Experience supporting US-based customers from offshore locations aligned to US business hours.

Responsibilities

• Own conversations the AI agent cannot resolve and close them.
• Improve the AI support agent resolution rate by refining content and improving coverage.
• Hold first response within 30 minutes on email and Intercom during your shift.
• Troubleshoot API integrations: authentication, keys, payloads, status codes, rate limits, pagination, async/bulk workflows, sandbox vs production.
• Support data-delivery customers via file formats, schema, field definitions, and record counts.
• Reproduce and document defects; create Jira tickets with full reproduction steps and track to closure.
• Join follow-up calls and screen shares when needed.
• Collaborate with Product Owner to write/maintain knowledge base and API docs; keep docs accurate as endpoints change.
• Identify recurring issues and bring themes to Product/Engineering.

Skills

API concepts

REST/HTTP

Postman/curl

SQL basics

English communication

Issue tracking (Jira)

Intercom/Zendesk experience

AI knowledge base

US hours coordination

Tools

Jira

Intercom

Zendesk

Stoplight/Readme/Redocly

OpenAPI/Swagger

Postman

Job description

BatchData seeks a Senior Technical Support Engineer to be the primary technical contact for customers integrating with our property data platform. You will troubleshoot live API integrations and explain data fields, collaborating with Product and Engineering to improve API docs and release notes.

The role requires strong API knowledge, REST/HTTP experience, and excellent written and spoken English. Remote work aligns with US East business hours.