Senior API Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the API partner onboarding process and offer technical support from initial setup through testing, launch readiness, and post-launch assistance.

• Evaluate Menu API specifications and collaborate with the Menus team to coordinate the menu structure and mapping.

• Provide assistance to external partners and integrators via Zendesk, Slack, email, and live troubleshooting sessions.

• Act as the primary technical escalation point for intricate API, authentication, webhook, order-flow, and Delivery API challenges.

• Reproduce and isolate technical issues using Postman and GraphQL, examine webhook payloads and logs, identify root causes, and escalate with detailed reproduction steps.

• Collaborate with Product, Engineering, PMO, Menus, and Operations teams to investigate issues and enhance the API partner experience.

• Monitor API tickets and incidents, detect recurring failure patterns, and suggest improvements in processes, tools, and documentation.

• Utilize SumoLogic and Sigma to enhance visibility into integration health and identify potential risks.

• Develop and refine support playbooks, troubleshooting guides, Zendesk macros, and developer documentation.

• Deliver technical training and enablement for both internal teammates and external partners.

• Assist with Menus API, Delivery API, Store Hours, and partner communications.

• Contribute to partner communication and migration planning during the transition from v1 GraphQL to v2 REST.

• Build and maintain relationships with external partners and internal stakeholders while exercising ownership, judgment, and autonomy.

• Mentor colleagues and act as a senior technical resource within the Integrations group.

⛳️ Requirements

• Extensive experience in supporting API-based integrations within a technical support, implementation, partner support, or solution-driven role.

• Practical experience with GraphQL and/or REST APIs.

• Proficiency in interpreting JSON and XML, reading logs, and analyzing webhook and event-driven flows.

• Demonstrated ability to troubleshoot and resolve complex technical issues under pressure.

• Exceptional written and verbal communication skills tailored for both technical and non-technical audiences.

• Experience in managing escalations and balancing multiple tasks effectively.

• Strong operational mindset with a commitment to improving systems, documentation, and workflows.

• Ability to connect technical challenges to customer, partner, and business impacts.

• A curious, adaptable nature with a willingness to learn new tools, systems, and integration patterns.

• Willingness to travel up to 5 days per quarter for Together Weeks, team gatherings, and other events.

• ezCater does not provide sponsorship for work visas or legal permanent residency.

• Desirable qualifications include experience with Postman, webhook inspection, HMAC signature validation, Zendesk, SumoLogic, Sigma, SQL, Python, API versioning, and mentoring.

🏝️ Benefits

• Competitive salary aligned with market standards.

• Stock options available.

• 12 paid holidays annually.

• Flexible paid time off (PTO).

• 401K plan with ezCater matching.

• Comprehensive health, dental, and flexible spending account (FSA) options.

• Long-term disability insurance provided.

• Resources available for mental health and family planning.

• Remote-hybrid work flexibility from the Boston office, home, or a combination of both.

• Employee meal program available when working in the office.

• Opportunities for career advancement.

• Emphasis on work/life balance.

• Responsibility and autonomy in your role.

• Collaboration with engaged and passionate colleagues.

• Involvement in challenging and impactful projects.