**PLEASE DO NOT APPLY FOR THIS POSITION IF YOU DO NOT POSSESS SIGNIFICANT EXPERIENCE IN API AND SAAS SUPPORT**

About the Company:

Aidey is one of the fastest-growing BPO companies in the Philippines, providing businesses of all sizes with an efficient way to manage their operations through flexible and cost-effective outsourcing solutions.

Different brands use Aidey’s diverse services which include Customer Service, Technical Service, Customer Success, and Back Office functions. Companies from the SaaS, e-commerce, hospitality, and services industries use Aidey’s services to streamline their operations for peak efficiency and create flawless experiences for their customers.

About the Client:

The client is the world’s largest API Marketplace serving the fastest-growing community of several million developers, and growing, by helping them discover, connect to, and manage over 30,000 APIs. The client also has an enterprise platform which companies use as a central repository for all of their engineering teams to manage, share, and collaborate on their APIs and Microservices. It is used by many Fortune 500 Companies, tying into their critical integration and digital transformation initiatives.

During these challenging times, they are continuing to grow our company and support enterprises in their accelerated transition to digital channels and helping them to speed up their development efforts to meet shifting consumer demands.

About the Position:

The client is building a tight-knit, high-performing group of problem solvers to transform how companies manage, develop, and monetize their APIs.

As a Tier 1 (Product) Support Engineer, you will help our support team troubleshoot customers' issues.

Strong root cause analysis skills are required to diagnose and solve functional and technical issues and provide timely solutions to internal and external customers in a professional manner.

You will field questions, log and work on high-priority issues, meet with other team members, and handle critical issues while collaborating internally with the extended Support Team.

To be successful, you will need to combine customer communication, project management know-how, and technical knowledge to drive the successful delivery of our Marketplace.

Responsibilities:

• Provide exceptional functional and technical support for their Marketplace and Enterprise customers

• Work with internal teams to understand and resolve complex issues

• Write troubleshooting documentation in the support knowledge base

• Be an expert in our products - capable of delivering meaningful recommendations, troubleshooting, demonstrations, etc.

Requirements:

• Excellent English communication skills: verbal, written, and reading is a MUST

• Knowledge of APIs and their various types (Rest, SOAP, graphql) is a MUST

• 4-5 years of Tier 1/2 technical customer support for SaaS platforms

• Proven ability to take a deep dive into complex technical architectures, and troubleshooting techniques including recreating issues in multiple technical environments

• Excellent relationship management, customer service, and written communication skills

• Comfortable with autonomy and ambiguity that come with small, fast-moving startups

• Skilled at multitasking, can juggle competing priorities while making sound business decisions based on goals and objectives.

• Previous experience supporting developers in SaaS – Advantage

Work Schedule:

• This is a full-time position in a work-from-home setup. You will be working 8 hours a day, from Monday to Friday, following the US Time zone.

Please refer to job description.