API Analyst (CIC)

São Paulo - Brazil

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Overview

An API Analyst is responsible for fielding and resolving issues related to the companys 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.

Responsibilities

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 with customers; ensure customer is fully aware as to the status of the issue.
Compose internal documentation that would fully reflect all activity related to resolution of API support request.
Assistcustomers in troubleshooting problems diagnosing issues with software installation and applicationidentifyingroot-causeand offering solutions.
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 recurringissues.
Take part in improvingthe documentation (after the customers feedback) and/or fixing bugs (to expeditethe resolution of customers issues and to avoid waiting for too long that the Dev team provides a fix)
Participating in the after-hourson-call rotation.

Basic Qualifications

Associates 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
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 anddemonstratestrong follow-through
Up to 10%of traveltimerequired
Solid technical background in:
- JavaScript
- HTML
- CSS
- Docker and Kubernetes technologies
- Metrics analysis
- Cloud environment:mainly AWS(certification in Azure or GCP is desirable)
- DataDog/Dynatrace experience is desirable
- Experience with Agile project management
Comfortable at joining a call with a customer to investigate
Strong attention to detail and extremely well-organized

What you can expect next

Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
Interview Process:
- Recruiter Screen
- Hiring Manager Interview
- Final round with (HM Team member and/or cross-functional partners)
- Offer!

Benefits & Contract Type

Your recruiter will share more details throughout the process - feel free to ask about our Benefit packages!

Hyland Brasil - CLT - Indefinite-term contract

Welcome to#HylandLife

Since 1991 it has been Hylands mission to help our employees customers and partners exceed their potential with our industry-leadingcontent services platform. Our employees exude a contagious energy and are passionate about what they do whether its helping customers succeed raising up their fellow Hylanders or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive inclusive workplace is imperative to sustainable success.

As weve grown to a company of nearly 4000 strong we have the opportunity tomake a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Required Experience:

OverviewAn API Analyst is responsible for fielding and resolving issues related to the companys 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 owners...