API Analyst (CIC)

An API Analyst is responsible for fielding and resolving issues related to the company's 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.

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.

• Assist customers in troubleshooting problems, diagnosing issues with software installation and application, identifying root-cause and 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-hours on-call rotation.

• Associate's 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 and demonstrate strong follow-through

• Up to 10% of travel time required

• 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

Based on individual states' employment laws, the following details are to comply with the relevant salary posting requirements: base salary range of $68,462-89,000

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

Welcome to #HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's 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 we've grown to a company of nearly 4,000 strong, we have the opportunity to make 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.