API Analyst 1

Overview


An API Analyst is responsible for fielding and resolving issues related to the company's APIs by using internal systems troubleshooting tools and support processes. This position requires close communication with customers, partners, and other internal departments while maintaining issue ownership.
This position is onsite at our São Paulo, Brazil office.
What you will be doing

Troubleshoot and resolve basic API issues utilizing company systems, tools, and support processes with assistance and direct oversight from team members.
Be accountable for customer requests; maintain ownership of requests and follow through consistently with resolution.
Provide regular and frequent communication to customers; ensure customers are fully aware of the status of their issues.
Compose internal documentation that fully reflects all activity related to the resolution of API support requests.
Assist customers in troubleshooting problems, diagnosing issues with software installation and applications, identifying root causes, and offering solutions.
Audit and debug source code to guide clients in configuring and customizing the Nuxeo platform to suit individual and progressive needs.
Interact with clients via our ticketing system, phone, video conference, email, or chat to ensure their issues are resolved in a timely manner, escalating issues as appropriate.
Partner with internal technical teams (product management, engineering, dev ops, and cloud ops) to resolve problems with configuration/code, software bugs, performance, and system failures.
Document the knowledge base of recurring issues. Take part in improving the documentation (after customer feedback) and/or fixing bugs to expedite the resolution of customer issues and to avoid waiting for the Dev team to provide a fix.
What will make you successful

Associate's degree or equivalent experience.
Fluent in English.
At least 2 years of experience in Technical Support or Software Development.
Ability to learn with an interest and aptitude for technology.
Familiarity with .NET programming or equivalent language experience.
Ability to work through a problem effectively and provide a solution.
Ability to work in a flexible and fast-paced environment.
Ability to effectively communicate technical concepts both in writing and verbally.
Ability to provide customer service and demonstrate strong follow-through.
Up to 10% travel time required.
Solid technical background in development:
Java
JavaScript: Nuxeo uses the Polymer framework (knowledge of any JS framework is desirable).
Database: MongoDB and/or PostgreSQL (Oracle and MS SQL Server is desirable).
Docker and Kubernetes technologies.
Metrics analysis.
Cloud environment: mainly AWS (certification in Azure or GCP is desirable).
DataDog experience is desirable.
Good at communicating complex ideas and reaching out to different points of view.
Comfortable joining a call with a customer to investigate.
Participate in the after-hours on-call rotation. This may include late night or weekend availability. During on-call hours, you are paid regardless of whether any customer issues are handled or not.
A service-oriented mindset.
Strong analytical and problem-solving skills.
Strong attention to detail and extremely well-organized.
Positive can-do attitude.
Ability to work well with teams.
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