Bachelor's degree in Computer Science, Information Systems, Engineering, Business Technology, or related field, or equivalent experience.
Minimum of 2 years in API integrations, technical partner support, or solutions engineering.
Strong troubleshooting skills in APIs, data flows, and configuration changes.
Experience with data analysis and operational issue investigation.
Excellent communication skills for both technical and business stakeholders.
Responsibilities
Analyze partner health and support trends to identify recurring issues.
Serve as the primary technical resource for partner requests related to Reporting API and DDOO.
Develop dashboards and reports to provide visibility into operational metrics and partner friction points.
Create reusable resources to improve efficiency and reduce repetitive support requests.
Collaborate with cross-functional teams to manage escalations and ensure timely partner updates.
Benefits
Opportunity to work with cutting-edge technology in API and integration solutions.
Collaborative work environment with cross-functional teams.
Professional development opportunities in technical support and operations.
Access to resources for continuous learning and skill enhancement.
Full Job Description
Job Summary
Client is seeking an experienced Integrations Technical Specialist to enhance the reliability, usability, and scalability of partner integrations across the Reporting API and C;ient Online Ordering (DDOO) platforms. This role combines technical troubleshooting, data analysis, and operational support to identify recurring partner challenges, drive process improvements, and develop scalable solutions. The successful candidate will collaborate with external partners, merchants, and cross-functional internal teams to ensure a seamless integration experience from onboarding through ongoing operations.
Key Responsibilities
Data-Driven Partner Health & Support
Serve as the primary technical resource for Reporting API and DDOO partner requests, including:
API errors and troubleshooting
Data discrepancies and reconciliation issues
Report interpretation and delivery concerns
Configuration challenges
Onboarding and launch blockers
Analyze support trends, issue categories, API usage patterns, partner behavior, and operational metrics to identify recurring problems and measure their impact.
Develop and maintain issue taxonomies, dashboards, and recurring reports that provide visibility into:
Root causes
SLA performance
Backlog health
Partner friction points
Automation opportunities
Present actionable insights and recommendations to Product, Engineering, Data, and partner-facing teams.
Track improvement initiatives through implementation and validate their effectiveness.
Create reusable diagnostic queries, reporting dashboards, templates, and self-service resources to improve efficiency and reduce repetitive support requests.
Reporting API & DDOO Technical Support
Support partners utilizing the Reporting API by addressing:
Report access requests
Data quality concerns
Data reconciliation questions
Report field interpretation
Report delivery issues
Integration troubleshooting
Assist DDOO partners during:
Onboarding
Configuration setup
Launch readiness activities
Post-launch operational support
Investigate integration issues related to:
Orders
Menus
Store configurations
Payment processing
Participate in partner meetings and troubleshooting sessions to:
Collaborate with Product, Engineering, Technical Account Management, Product Partnerships, and Support teams to manage escalations and ensure partners receive timely updates.
Scale & Operational Excellence
Convert recurring support insights into:
Playbooks
Standard operating procedures (SOPs)
Launch checklists
Internal and external documentation
Recommend automation opportunities and product improvements that reduce manual effort and prevent recurring issues.
Help define and track key support performance metrics, including:
Time to First Response
Time to Resolution
Repeat Contact Rate
Recurring Issue Rate
Launch Readiness
Data Accuracy
Partner Adoption
Maintain comprehensive case documentation, investigation findings, and decision logs to ensure visibility and accountability across teams.
Required Qualifications
Bachelor's degree in Computer Science, Information Systems, Engineering, Business Technology, or a related field, or equivalent practical experience.
Minimum of 2 years of experience in:
API integrations
Technical partner support
Solutions engineering
Technical operations
Implementation support roles
Demonstrated ability to analyze data, investigate operational issues, and communicate findings effectively.
Strong experience troubleshooting:
APIs
Data flows
Webhooks
Configuration changes
Integration runtime behavior
Experience interpreting datasets and leveraging spreadsheets, dashboards, and business intelligence tools to identify trends and operational impacts.
Excellent verbal and written communication skills with the ability to work effectively with both business and technical stakeholders.
Proven ability to manage multiple priorities simultaneously while maintaining accuracy and attention to detail.
Strong problem-solving and analytical skills with a structured approach to ambiguous technical issues.
Ability to participate in live partner meetings and provide real-time troubleshooting support.
Preferred Qualifications
Experience writing and optimizing SQL queries or using comparable data-querying tools.
