The Technical (API) Support Officer provides hands-on technical support to Netbank's partners and internal teams, especially on API integration, implementation, troubleshooting, and performance optimization. The role helps ensure that partner integrations work reliably, technical issues are resolved quickly, and API documentation and support materials remain clear and useful.
Key Responsibilities:
- Support partners and internal teams on API integration, implementation, testing, and go-live activities.
- Troubleshoot API-related issues, including authentication, webhooks, payload errors, endpoint behavior, connectivity, timeouts, and error responses.
- Assist partners in understanding API documentation, sandbox testing, production setup, payment flows, and integration requirements.
- Investigate technical issues reported by partners, identify root causes, recommend fixes, and coordinate escalation to Product, Engineering, Operations, or Partner Success when needed.
- Monitor recurring API, payment, webhook, and integration issues and recommend improvements to reduce repeat incidents.
- Support API optimization by identifying performance issues, integration gaps, unclear documentation, and partner pain points.
- Provide timely updates to partners and internal stakeholders on issue status, workarounds, resolution steps, and expected timelines.
- Document technical issues, resolutions, root causes, support steps, and lessons learned.
- Create and maintain API guides, FAQs, troubleshooting playbooks, implementation checklists, and internal knowledge-base materials.
- Assist in UAT, regression testing, production validation, and post-deployment monitoring for API and product changes.
- Support partner onboarding by helping review technical readiness, testing results, and implementation progress.
- Coordinate with Product, Engineering, Operations, Partner Success, Compliance, and other teams to resolve partner technical concerns.
- Track support tickets, issue aging, escalation status, resolution timelines, and recurring problem areas.
- Recommend improvements to API support processes, documentation, monitoring, and partner integration workflows.
- Perform other duties assigned by the Bank.
