API Support Lead IRC255232

Description

Client is a leading telecommunication company committed to innovation, technology excellence, and seamless API integration. We are seeking a highly motivated and experienced Support Lead to assist client API Producers in the API onboarding process, ensuring the efficient integration of APIs into our ecosystem. As well as assisting API Consumers as they look to make use of existing Verizon API capabilities to create and drive value. If you are passionate about customer satisfaction, have an understanding of API technologies and the software development cycle, and thrive in a collaborative and dynamic environment, we’d love to have you on our team.

Requirements

+5 years of experience in a technical support role, with 1-2 years of experience leading a team.
Proven experience supporting both internally and externally facing products.
Understanding of REST APIs, with bonus points for experience with GraphQL, SOAP, and/or other API types.
Basic knowledge of API gateways, with bonus points for past experience with Apigee Gateways.
Experience supporting the software development lifecycle, developers, and software development tools.
Excellent communication, interpersonal, and problem-solving skills.
Ability to work independently and as part of a team in a fast-paced environment.

Job responsibilities

As an API First Support Lead you will be responsible for guiding the API onboarding process, working closely with API producer teams, architects, engineers, and technical writers to ensure a smooth and successful API integration. You will also work with API consumers to ensure they are able to access and leverage APIs on the API First platform. This role requires an understanding of API technologies, software engineering and technical skills, and Agile methodologies.
The roles and responsibilities include
Lead a team of support engineers, fostering a collaborative and high-performing environment.
Manage day-to-day support operations, ensuring timely resolution of customer issues and escalations.
Develop and maintain support documentation, knowledge base articles, and training materials.
Collaborate closely with engineering, product, and other cross-functional teams to resolve complex issues, advocate for customer needs, and drive product improvements.
Proactively identify and address potential support challenges and areas for improvement.
Analyze support trends and data to identify root causes and implement solutions to prevent recurring issues.
Champion a customer-centric approach to support, ensuring a positive and seamless experience for all users.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.