Product Support Engineer - API and Integration Troubleshooting

Job Summary

GradeBuzz is seeking a skilled, customer-focused, and technically proficient Product Support Engineer – API and Integration Troubleshooting to join its technical support team. The successful candidate will help customers troubleshoot product-related technical issues, resolve API errors, diagnose integration failures, and ensure seamless communication between GradeBuzz products and external applications.

This role combines technical problem-solving, software troubleshooting, customer communication, and cross-functional collaboration. The Product Support Engineer will serve as a key point of contact for customers experiencing difficulties with API requests, authentication, data synchronization, webhooks, third‑party integrations, and software configuration.

The ideal candidate should have a solid understanding of REST APIs, protocols, JSON, authentication methods, and basic programming or scripting concepts. They should be comfortable investigating technical issues, analyzing logs, reproducing errors, and providing clear, practical solutions to customers with varying levels of technical expertise.

This position offers an opportunity to develop expertise in API support, software integrations, technical account assistance, and product reliability while contributing to a positive customer experience.

Key Responsibilities

API Troubleshooting and Technical Support

Investigate and resolve customer-reported API issues, including failed requests, unexpected responses, authentication errors, timeout problems, and rate-limit restrictions.

Analyze status codes, request headers, response bodies, API endpoints, and payload structures to identify the root causes of technical problems.

Assist customers with REST API requests, query parameters, request methods, response formats, and API documentation.

Troubleshoot API connectivity issues involving authorization tokens, API keys, OAuth 2.0, and other supported authentication mechanisms.

Help customers understand API errors and recommend corrective actions to restore normal functionality.

Reproduce reported problems in controlled environments and document the steps required to replicate technical issues.

Integration Troubleshooting

Diagnose integration failures between GradeBuzz products and third‑party applications, platforms, and business systems.

Investigate data synchronization problems, missing records, duplicate entries, incorrect field mappings, and inconsistent data formats.

Troubleshoot webhook delivery failures, event‑processing issues, callback errors, and delayed data updates.

Support customers with integration configuration, endpoint setup, credentials, permissions, and connection validation.

Review integration workflows to identify configuration gaps, compatibility problems, and potential causes of recurring failures.

Work with customers and internal technical teams to restore reliable communication between connected systems.

Customer Communication and Case Management

Respond to technical support requests through approved channels, such as support tickets, email, chat, or calls.

Ask relevant diagnostic questions to understand the customers technical environment and the impact of the reported issue.

Translate complex technical concepts into clear, understandable instructions for technical and non‑technical customers.

Provide step‑by‑step troubleshooting guidance, configuration instructions, workarounds, and resolution updates.

Maintain accurate support records, including error messages, troubleshooting steps, findings, customer communications, and final resolutions.

Manage multiple support cases according to their severity, business impact, and agreed service‑level targets.

Escalate unresolved, recurring, or high‑impact issues to the appropriate engineering or product team.

Technical Investigation and Documentation

Review application logs, API responses, integration traces, and relevant system information to identify patterns and potential defects.

Use tools such as Postman, cURL, browser developer tools, and log‑analysis platforms to investigate technical problems.

Create clear bug reports containing reproduction steps, expected and actual results, timestamps, relevant error details, and supporting evidence.

Maintain and improve internal troubleshooting guides, frequently asked questions, API support articles, and knowledge‑base documentation.

Identify recurring customer issues and recommend improvements to product documentation, error messages, and support procedures.

Share technical insights with colleagues to strengthen troubleshooting practices and reduce repeat incidents.

Cross‑Functional Collaboration

Collaborate with software engineers, quality assurance teams, product managers, and customer success professionals to resolve complex issues.

Provide actionable feedback about API usability, integration limitations, recurring defects, and customer requirements.

Participate in testing fixes and validating solutions before communicating confirmed resolutions to customers.

Help identify potential product improvements that could reduce integration failures and improve system reliability.

Follow established security, privacy, incident‑management, and customer‑support procedures.

Required Skills and Qualifications

Educational Qualifications

• Bachelors degree or diploma in Computer Science, Information Technology, Software Engineering, Electronics and Communication Engineering, or a related technical field.
• Equivalent practical experience, relevant technical training, or demonstrated troubleshooting ability may also be considered.
• Additional training or certifications in APIs, cloud platforms, networking, or software support are advantageous but not mandatory.

Technical Skills

• Working knowledge of REST APIs, methods, status codes, headers, endpoints, and request‑response cycles.
• Understanding of JSON and XML data formats, with the ability to inspect and troubleshoot structured payloads.
• Familiarity with API testing and troubleshooting tools such as Postman, cURL, and browser developer tools.
• Knowledge of API authentication and authorization methods, including API keys, bearer tokens, and OAuth 2.0.
• Basic understanding of web technologies, including DNS, and network connectivity.
• Familiarity with webhooks, third‑party integrations, data mapping, and synchronization workflows.
• Ability to read basic code or scripts in languages such as JavaScript, Python, PHP, or Java.
• Understanding of SQL fundamentals and the ability to run basic queries or inspect database‑related information where authorized.
• Familiarity with Git, issue‑tracking systems, log‑analysis tools, or cloud‑based applications is an advantage.

Professional Skills

• Strong analytical thinking and structured problem‑solving abilities.
• Excellent written and verbal communication skills.
• Customer‑focused attitude and a commitment to resolving technical problems efficiently.
• Ability to explain technical findings clearly and professionally.
• Strong attention to detail when reviewing logs, API payloads, configuration settings, and error messages.
• Effective time management and the ability to prioritize competing support requests.
• Willingness to learn new technologies, APIs, software products, and integration methods.
• Ability to work independently while collaborating effectively with technical and non‑technical teams.

Experience

• Approximately 1–3 years of experience in technical support, product support, application support, software troubleshooting, API support, or integration engineering is preferred.
• Candidates with strong technical fundamentals and practical project experience may be considered for entry‑level opportunities.
• Experience investigating REST API errors, authentication failures, and integration configuration problems is highly desirable.
• Previous experience working with customer support ticketing systems, incident management tools, or service‑level agreements is an advantage.
• Experience using Postman, cURL, SQL, application logs, or scripting tools for technical investigations is beneficial.
• Experience supporting SaaS products, cloud applications, or third‑party software integrations is preferred.
• A demonstrated ability to reproduce technical issues, identify root causes, document findings, and communicate solutions is important.

Working Hours

• Employment Type: Full‑time.
• Work Arrangement: Remote, hybrid, or office‑based, depending on the companys operational requirements.
• Typical Schedule: Approximately 40 hours per week, subject to the agreed employment arrangement.
• Shift Requirements: Standard business hours may apply, with occasional rotational shifts or extended coverage depending on customer locations and support needs.
• Weekend Support: Occasional weekend or holiday coverage may be required for scheduled maintenance, critical incidents, or customer support commitments.
• Breaks and Leave: Breaks, holidays, paid leave, and other applicable benefits will follow company policy and local employment regulations.
• Candidates should be comfortable managing support cases within agreed response and resolution targets while maintaining accurate documentation and consistent communication.

Knowledge, Skills, and Abilities

Technical Knowledge

• Understanding of API architecture, request‑response workflows, and common integration patterns.
• Ability to interpret status codes, error messages, response payloads, and application logs.
• Knowledge of authentication, authorization, API permissions, and secure credential handling.
• Understanding of synchronous and asynchronous communication, webhooks, and data exchange between applications.
• Awareness of common networking and connectivity issues that can affect API availability.
• Familiarity with software development and testing workflows, including issue reproduction and defect verification.

Analytical Abilities

• Ability to break down complex technical incidents into manageable troubleshooting steps.
• Capability to distinguish configuration errors, authentication problems, connectivity issues, data inconsistencies, and potential software defects.
• Skill in identifying recurring issues and recognizing patterns across multiple support cases.
• Ability to evaluate technical evidence before recommending a solution or escalating a case.

Communication and Collaboration

• Ability to communicate effectively with customers, developers, and internal stakeholders.
• Confidence in writing concise technical reports and clear customer‑facing instructions.
• Willingness to share knowledge, support team learning, and contribute to process improvements.
• Ability to manage customer expectations through timely updates and realistic resolution estimates.

Work Habits and Professional Conduct

• Demonstrates accountability, reliability, and a proactive approach to problem‑solving.
• Handles customer information and technical credentials responsibly.
• Maintains composure when dealing with urgent incidents or frustrated customers.
• Adapts to changing priorities, evolving products, and new integration technologies.
• Follows established procedures while recommending practical improvements when appropriate.

Benefits

• Competitive Compensation: Salary aligned with the candidates skills, experience, and responsibilities.
• Flexible Work Options: Remote or hybrid working arrangements where available.
• Professional Development: Opportunities to strengthen API troubleshooting, software support, and integration engineering skills.
• Technical Training: Access to learning resources, product training, and relevant technical courses where provided.
• Career Growth: Opportunities to progress into senior product support, technical account management, integration engineering, or software engineering roles.
• Collaborative Environment: The opportunity to work with support, engineering, quality assurance, and product teams.
• Performance Recognition: Recognition for customer satisfaction, technical problem‑solving, and meaningful contributions to support quality, where offered.
• Leave and Well‑Being: Applicable leave entitlements and employee support programs in accordance with company policy.
• Skill Development: Practical exposure to API testing, cloud applications, incident management, and third‑party integrations.
• Specific salary details, insurance coverage, equipment allowances, bonuses, and other benefits should be confirmed in the official employment offer.

Why Join GradeBuzz?

Joining GradeBuzz as a Product Support Engineer offers an opportunity to build a strong technical career at the intersection of software, customer experience, and systems integration.

In this role, you will do more than answer support questions. You will investigate technical challenges, identify root causes, help customers connect applications successfully, and contribute insights that can improve product performance and usability.

You will have opportunities to:

• Solve Meaningful Technical Challenges: Work on real‑world API errors, integration failures, authentication problems, and data synchronization issues.
• Build In‑Demand Skills: Develop practical expertise in REST APIs, webhooks, API testing tools, troubleshooting methodologies, and software integrations.
• Collaborate Across Teams: Work with technical specialists and business stakeholders to resolve complex customer problems.
• Make a Customer Impact: Help customers use products effectively, minimize disruptions, and achieve better outcomes.
• Develop Your Career: Build a foundation for future roles in technical support leadership, integration engineering, cloud support, or software development.
• Contribute to Product Improvement: Share findings that can help improve documentation, usability, reliability, and the overall support experience.

GradeBuzz welcomes candidates who demonstrate curiosity, integrity, a willingness to learn, and a commitment to delivering reliable technical support.