API Support Analyst

A BIT ABOUT US

Class is a subsidiary of HUB24 Limited (ASX:HUB), a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients. HUB24 delivers innovative product and technology solutions to empower better financial futures, together.

But it’s not just about what we do. It’s about empowering the wealth industry to change peoples’ lives for the better. We believe that nothing happens in isolation, so we work together and collaborate with our customers and the industry, building confidence.

We are looking for an API Support Analyst to join our energetic Solutions team, responsible for assisting us with improving our API onboarding and support processes, as well as improving our API adoption with our customers and partners across all products.  

You will help establish an efficient process and documentation to onboard and train API users on how to most effectively call the available API’s, ultimately improving the value and experience of the Class API ‘s. 

You will play an important role in our move to Apigee and providing a big uplift in our developer documentation portal. 

This is a permanent role and based in our Sydney office.

What you'll do:

• Engage with internal stakeholders and external customers/partners on technical support analysis and resolution
• Utilise the Zendesk support ticketing system to support customers
• Support existing and new API products used by customers and partners
• Analyse and troubleshoot API request/responses, data payloads and/or workflow related issues by delving into logs and looking at API sequence interactions
• Identify API consumption patterns which leads to service degradation and provide actionable insight for the wider group
• Create and update documentation to be used as knowledge articles and FAQs to assist with future support calls
• Partner with the Product & Technology team as points of escalation for expertise on API integrations.

What you'll need:

• Experience in an IT support capacity within an integration context
• Prior experience working with API's and data integration
• Tertiary qualifications in Information Technology or Computer Science
• Experience with OAuth, OpenID, Postman and Swagger for troubleshooting (desirable)
• Ability to write queries for data extraction and reporting from API logs
• Basic knowledge of scripting or programming languages
• Excellent written and verbal communication skills and an ability to troubleshoot complex problems/incidents in a timely manner