The Technical (API) Support Manager will serve as the primary technical liaison between Netbank and its partners, providing expert guidance on the use of APIs, system integration protocols, and payment operations. This role ensures timely resolution of technical queries and smooth implementation of partner solutions, enhancing partner satisfaction and operational efficiency.
Key Responsibilities:
Partner Technical Support
- Serve as an escalation point for partner developers and IT teams regarding API functionality, integration guidance, and system behavior.
- Respond to and resolve technical inquiries related to API endpoints, webhooks, authentication, payloads, and error responses.
- Troubleshoot payment processing issues, connectivity errors, and unexpected system behaviors reported by partners.
Integration Enablement
- Assist partners during onboarding by providing integration documentation, walkthroughs, and sandbox access.
- Guide partners through the testing and go-live process, ensuring readiness and minimal disruption.
- Maintain and update internal integration guides and knowledge base articles based on recurring questions and issues.
Internal Coordination
- Collaborate with Netbank's engineering, product, and compliance teams to escalate and resolve complex partner issues.
- Provide structured feedback to the product team on partner pain points and improvement areas for APIs and systems.
- Track recurring issues and contribute to root cause analysis and technical resolution planning.
Documentation and Tools
- Maintain up-to-date technical documentation for APIs and integration procedures.
- Develop standard operating procedures for common technical issues and partner onboarding workflows.
Enhancement Identification
- Collect feedback from internal teams and partners to identify pain points and unmet needs.
- Analyze support tickets, product usage data, and partner queries to detect trends and opportunities for improvement.
- Translate technical or operational gaps into structured product enhancement proposals.
- Prioritize enhancement opportunities based on business value, feasibility, and alignment with strategic goals
Performance Monitoring and Reporting
- Track key metrics including issue response times, resolution SLA adherence, and partner satisfaction.
- Provide regular updates to leadership on partner technical health and integration pipeline status.
