API Support Specialist

About the role

Filevine is looking for a detail-oriented and partner/customer-focused API Support Specialist to join our growing team!

You will play a crucial role in ensuring a smooth and successful experience with Filevine's API. You'll be responsible for handling initial inquiries, troubleshooting issues with the public api, and empowering users to leverage the full potential of our platform.

What You'll Do

• Be the First Responder: Serve as the primary contact for all incoming API support requests via tickets, email, and chat, providing timely and helpful assistance.
• Troubleshoot & Resolve: Diagnose and resolve common API issues, including authentication errors, request formatting problems, and questions about specific endpoints.
• Communicate Clearly: Explain technical concepts and solutions to both technical and non-technical users in a clear and concise manner.
• Document & Escalate: Meticulously document user issues and solutions in our ticketing system. Identify and collaborate on more complex problems with Tier 3 support or the engineering team.
• Empower Users: Guide users through our API documentation, helping them understand best practices and how to achieve their integration goals.
• Contribute to Knowledge: Assist in creating and updating articles for our internal and external knowledge bases to help users self-serve.

What We're Looking For

• 1+ years of experience in a technical support, help desk, or customer-facing role, preferably in a SaaS environment.
• Exceptional Communication Skills: You can write clearly and speak thoughtfully, breaking down complex topics for any audience.
• Strong Problem-Solving Instincts: Ability to step through and debug code and provide coding samples when needed.
• Programming Experience: Proficiency in at least one language commonly used with APIs (e.g. Python, Javascript, PHP).
• Testing Proficiency: Familiarity with API testing tools such as Postman or Insomnia.
• Customer-First Attitude: You are patient, empathetic, and dedicated to providing an outstanding user experience.

Preferred Qualifications (Nice-to-Haves)

• Familiarity with ticketing software such as Zendesk, Jira Service Desk, or similar platforms.
• Previous experience in the legal tech industry

Qualifications for Employment

• Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class.

Cool Company Benefits

• A dynamic, rapidly growing company, focused on helping organizations thrive
• Medical, Dental, & Vision Insurance (for full-time employees)
• Competitive & Fair Pay
• Maternity & paternity leave (for full-time employees)
• Short & long-term disability
• Opportunity to learn from a dedicated leadership team
• Top-of-the-line company swag

Privacy Policy Notice

Filevine will handle your personal information according to what’s outlined in our Privacy Policy. Communication about this opportunity, or any open role at Filevine, will only come from representatives with email addresses using "filevine.com". Other addresses reaching out are not affiliated with Filevine and should not be responded to. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.