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API Problem Manager & Communicator
Atlanta, Georgia  |  Hybrid, Onsite
Contract Position
It appears that you have already applied to this job.
Applied on November 27, 2022
Job Id #60549 Posted November 17, 2022

Responsibilities:
  • Become the communications expert to ensure our customers are well informed during their journey for support – understand their preferences, draft informative messages, drive insightful investigations, and deliver proactive awareness to keep customers informed of API events (such as maintenance, deployments, and outages) that may affect their API services
  • Apply your technical knowledge of our API products to facilitate in-depth investigations to identify the cause of the issue, actions for prevention, and present the findings to the customer objectively
  • Work with API Product, Integration, and Technology teams to ensure technical investigations for U.S. Bank API product offerings are comprehensive and that any action items required to completely resolve and prevent customer impacting issues are implemented
  • Assist our API Incident Managers both during and after business hours for urgent requests to proactively advise affected stakeholders of widespread outages (on-call rotation)
  • Report objectively on the customer’s support experience and identify opportunities for improvement
  • Create and iteratively improve API documentation based on reported issue patterns and customer feedback
  • Look for ways to improve customer support process and experience
Basic Qualifications
  • 2 years of experience directly supporting customers in a technical operations capacity. This could be a technical support, problem investigation, customer advocacy, or communications support role. Does not need to involve the support of APIs.
  • 1 year of experience working with APIs from either a support, testing, documentation, or development standpoint
  • 1 year of experience working in a technical communications role
  • Strong verbal and written communication skills
  • High attention to detail and visual presentation
Preferred Qualifications
  • 2+ years customer-facing technical operations or communications support for API products
  • 1+ years of technical documentation and/or communications
  • 1+ years of testing or developing APIs
  • 1+ years of process improvement implementation and/or training (such as Lean Six Sigma)

Do you have a passion for the convergence of technology and business? Have you worked with APIs?
  • We at are seeking API Problem Manager & Communicators to help our business customers in their journey of onboarding to our API products.
  • The API Problem Manager & Communicator is responsible for providing technical assistance for customers should they encounter issues with their integration to a API. 
  • The API Problem Manager & Communicator must combine excellent communication skills with API knowledge and technical know-how to ensure all our customer’s issues are fully resolved and they are well-informed of upcoming events.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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