Job Summary
The API & Data Integration Support Specialist provides post-sale technical support to clients using our platforms and APIs, focusing on smooth onboarding, troubleshooting, and ensuring ongoing client satisfaction across the EMEA region.
Key Responsibilities
- Act as the primary technical contact for clients, assisting with API integration, troubleshooting, and ongoing support needs.
- Diagnose, escalate, and resolve API- and platform-related issues, delivering timely and accurate solutions.
- Support client onboarding by guiding customers through integration and configuration processes.
- Collaborate closely with product, engineering, and customer success teams to communicate client feedback and help prioritize improvements.
- Create and maintain clear documentation (FAQs, support articles, integration guides) to help clients maximize API usage.
- Provide training sessions and knowledge-sharing to clients on platform features and best practices.
- Stay informed on API technologies and industry trends to continuously enhance technical expertise.
- Maintain high levels of customer satisfaction through exceptional communication and follow-through.
- All activities are conducted primarily in English.
Requirements
Soft Skills
- Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Service-oriented mindset with a focus on client success.
- Problem-solving skills and attention to detail.
- Ability to manage multiple client inquiries simultaneously.
- Willingness to learn quickly and adapt to evolving client needs.
- Team player who can also work independently in a dynamic environment.
Technical Skills
- Familiarity with scripting or programming (e.g., Python, JavaScript, SQL).
- Working knowledge of APIs (REST, SOAP, HTTP methods, status codes) and experience troubleshooting integrations.
- Experience with tools like Postman, Swagger, or equivalent API testing platforms is preferred. Understanding JSON and XML format.
- Familiarity with SFTP and data feed protocols is a plus.
- Ability to interpret and investigate data issues using API responses, SQL queries, Excel, CRM platform or client-provided examples.
Experience & Education
- 1–2 years of experience in technical support, API or data integration support, or a related client-facing role.
- (Preferred) Bachelor’s degree in Computer Science, IT, or a related field; equivalent experience also considered.
- (Optional) Experience with financial, economic, or corporate data is a plus.
Note: This role is much more related to Customer Success and active support than to Software Development.
While a formal education in Computer Science, Information Technology, or a related field is beneficial, we value relevant experience and practical knowledge just as highly. Candidates with relevant experience in API & Data Integration Support or related roles without formal education are encouraged to apply.
What We Offer
• Opportunity to develop deep expertise in APIs and client integration workflows with a focus on the Greater China market.
• Career growth potential within a client-focused, technically oriented role.
• Supportive and collaborative team culture with access to training and professional development resources.
• Exposure to diverse clients and sectors across China, Hong Kong, and the broader Asia-Pacific region.
Working for us
At our core we prioritise our people, fostering an environment where employees are empowered to
reach their fullest. ISI embraces a dynamic hybrid work model, allowing for three days in the office and two days from home. Moreover, you’ll have the flexibility to choose any location for work up to four weeks each year.
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