Senior API Specialist (Remote)

Our client operates in the workplace food technology sector, addressing the complexity of managing food orders across numerous restaurants nationwide. They provide scalable solutions that streamline food ordering for businesses, supporting various needs from employee meal programs to meetings, while offering 24/7 service and reliable operations. The organization also aids restaurant partners by connecting them to new customers and large orders, enhancing their business reach.

About the Opportunity

The Senior API Specialist plays a crucial role in supporting and expanding the organization's API partner ecosystem. This position is responsible for managing the partner experience related to multiple APIs, ensuring successful integration, launch, and maintenance of partnerships. The role acts as the primary technical resource for complex issues and contributes to improving API reliability and support processes, thereby enhancing partner satisfaction and operational scalability.

Responsibilities

• Manage API partner onboarding and technical support from initial setup to launch and early support stages.
• Coordinate with internal teams to ensure seamless menu data integration into partner systems.
• Provide timely support through various communication channels and conduct live troubleshooting.
• Serve as the senior escalation contact for complex API-related technical issues.
• Diagnose and replicate issues using specialized tools, escalating when necessary with clear documentation.
• Collaborate with cross-functional teams to resolve issues and enhance the API partner experience.
• Monitor API support trends, identify recurring problems, and recommend improvements to reduce support volume.
• Utilize analytics and observability tools to detect integration risks and improve monitoring.
• Develop scalable support processes to accommodate growth in API usage and partners.
• Improve support documentation, playbooks, and training materials for internal teams and external partners.
• Assist partners in understanding technical requirements and integration options.
• Lead communication and planning for API platform transitions and migrations.
• Build strong relationships with partners and internal stakeholders, demonstrating ownership and autonomy.
• Mentor team members and provide senior technical guidance within the integrations group.

Requirements

• Strong experience in supporting API integrations in technical support or partner-facing roles.
• Proficiency with GraphQL and/or REST APIs, JSON, XML, logs, and event-driven workflows.
• Demonstrated ability to troubleshoot complex technical problems and follow through on solutions.
• Excellent communication skills for technical and non-technical audiences.
• Experience managing escalations and prioritizing tasks while working independently and with cross-functional teams.
• Operational mindset focused on improving systems, documentation, and workflows.
• Ability to link technical issues to customer and business impacts.
• Adaptability and eagerness to learn new tools and integration patterns.
• Willingness to travel up to 5 days per quarter for team events.