Support Integrations Analyst - SaaS Space

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Requirements:

• At least 2-3 years Experience in SaaS integrations, APIs, or technical support roles.
• Strong understanding of RESTful APIs, JSON, webhooks, and authentication protocols (OAuth, API Keys, etc.).
• Hands-on experience with an API testing solution, like Postman
• Ability to read and debug API logs and data payloads.
• Excellent problem-solving and communication skills to translate technical issues for non-technical users.

Responsibilities:

• Assist customers and internal teams with API and third-party integration issues.
• Diagnose and resolve connectivity, authentication, and data transfer problems.
• Work with engineering teams to escalate and resolve complex technical issues.
• Act as a technical liaison between customers, partners, and internal teams for integration-related inquiries.
• Provide guidance and best practices for API usage and data integrations.
• Document and communicate known issues, solutions, and workarounds.
• Track integration performance and proactively identify potential issues.
• Ensure APIs and integrations maintain high availability and reliability.
• Recommend process improvements to optimize integration workflows.
• Maintain and update internal knowledge bases and FAQs related to integrations.
• Contribute to customer-facing documentation to improve self-service support.
• Conduct training on common integration configuration, workflows, challenges and resolutions.