• 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 recurring issues • Take part in improving the documentation (after the customers' feedback) and/or fixing bugs (to expedite the 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