API Support Specialist
United States
Customer Success – Implementations /
Full-time /
Remote
Filevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organization and serve their clients better. We’re also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our field—we are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc.
Our Mission
Filevine is building the seamless intersection between legal and business by creating a world- class platform to help professionals scale.
Role Summary:
Filevine is looking for a detail-oriented and partner/customer-focused API Support Specialist to join our growing team! As the first point of contact for our developer community and integration partners, you will play a crucial role in ensuring a smooth and successful experience with Filevine's API. You'll be responsible for handling initial inquiries, troubleshooting issues with the public api, and empowering users to leverage the full potential of our platform. If you love solving puzzles and helping people use technology, this is the perfect role for you.
Responsibilities
- Be the First Responder: Serve as the primary contact for all incoming API support requests via tickets, email, and chat, providing timely and helpful assistance.
- Troubleshoot & Resolve: Diagnose and resolve common API issues, including authentication errors , request formatting problems, and questions about specific endpoints.
- Communicate Clearly: Explain technical concepts and solutions to both technical and non-technical users in a clear and concise manner.
- Document & Escalate: Meticulously document user issues and solutions in our ticketing system. Identify and collaborate on more complex problems with Tier 3 support or the engineering team.
- Empower Users: Guide users through our API documentation, helping them understand best practices and how to achieve their integration goals.
- Contribute to Knowledge: Assist in creating and updating articles for our internal and external knowledge bases to help users self-serve.
Qualifications
- 1+ years of experience in a technical support, help desk, or customer-facing role, preferably in a SaaS environment.
- Exceptional Communication Skills: You can write clearly and speak thoughtfully, breaking down complex topics for any audience.
- Strong Problem-Solving Instincts: Ability to step through and debug code and provide coding samples when needed.
- Programming Experience: Proficiency in at least one language commonly used with APIs (e.g. Python, Javascript, PHP)Testing Proficiency: Familiarity with API testing tools such as Postman or Insomnia.
- Customer-First Attitude: You are patient, empathetic, and dedicated to providing an outstanding user experience.
Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine’s equal employment opportunities, you may contact us at legal@filevine.com
Cool Company Benefits:
- A dynamic, rapidly growing company, focused on helping organizations thrive
- Medical, Dental, & Vision Insurance (for full-time employees)
- Competitive & Fair Pay
- Maternity & paternity leave (for full-time employees)
- Short & long-term disability
- Opportunity to learn from a dedicated leadership team
- Centrally located open office building in Sugar House
- Top-of-the-line company swag
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