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API Support Specialist (Entry/Mid Level)

Emerson

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Kennesaw, GA
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Job Description

As posted by the hiring company

Job Overview:

As an API Support Specialist, you will manage the day-to-day contacts and inquiries that are received from our API customers and potential customers. You should excel at building relationships, enjoy representing a great company and be a highly effective technical problem solver. You will proactively accept escalated customer cases, work with the customer to collect relevant test data, determine the reproducibility of problems, analyze complex technical issues and work with other stakeholders such as Tier 3 engineers, Sales staff, Product Managers, and others to provide a resolution of the issue for the customer. Additionally, you will be responsible for identifying novel and interesting issues, questions, and topics of interest to customers and will create concise articles that will be published in knowledge management systems including internal and external facing knowledgebases and document repositories. 

AS AN API SUPPORT SPECIALIST, YOU WILL: 

  • Assist customers with our application program interface (API)
  • Embody our core values and uphold our unique company culture
  • Field Customer Support emails and calls about API features, functionality, and integration
  • Serve as a liaison between our customers and product engineers
  • Engage in development discussions to create/improve our internal processes and systems
  • Troubleshoot production issues related to our API and document processing
  • Be comfortable using coding samples and snippets of code to communicate with developer clients
  • Onboard new developers to the API Portal
  • Create API accounts within our enterprise platforms
  • Create, edit and delete API Management Gateway (APIM) accounts
  • Communicate with IT networking team when required
  • Communicate changes/additions to internal and external documentation when required
WHO YOU ARE:
You anticipate customer needs and provide services that are beyond customer expectations. You readily action new challenges, without unnecessary planning. You create teamwork allowing others across the organization to achieve shared objectives. You carefully consider all relevant factors and use appropriate decision-making criteria and principles.
 
REQUIRED EDUCATION, EXPERIENCE & SKILLS:
  • Associates Degree plus a coding bootcamp or a background in related work experience in technical support engineering
  • Minimum 3-5 years of experience in a technical field 
  • Experience using Azure technologies such as API Management Gateway (APIM), Private Link, Kubernetes Service (AKS)
  • You can hear a use case and creatively apply our API functionality to solve that use case
  • Professional experience with either SOAP, REST or MQTT protocols and Web-based and RESTful APIs
  • Demonstrable knowledge of Web technologies including HTML, CSS, etc.
  • Demonstrable knowledge of TCP/IP networking principles and protocols
  • Excellent written communication skills both in short-form and prose styles
  • Strong interpersonal communication skills with an enthusiastic attitude to work with customers
  • Demonstrable experience in working with high autonomy, personal motivation, and good organizational skills
  • Legal authorization to work in the United States - Sponsorship will not be provided for this role
 PREFERRED EDUCATION, EXPERIENCE & SKILLS:  
  • Bachelors Degree (BA/BS) in a Technical Field 

 
Our Commitment to Our People
Across the globe, we are united by a singular Purpose: We drive innovation that makes the world healthier, safer, smarter, and more sustainable. We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this Purpose to life while competing and leading in a global economy. Our training programs focus on end-to-end development, from onboarding through senior leadership.
 

Benefits
Emerson places a high value on ensuring that employees have a good work-life balance. We provide access to a competitive benefits package, including the following: medical insurance, dental and vision coverage, 401k participation with a competitive immediate match, tuition reimbursement, parental leave, and an employee assistance program. Immediate vacation and holiday leave available, including a facility shutdown from Christmas Eve through New Year’s Day. Kennesaw Employee Resource Groups, including a very active Diversity and Inclusion Committee, ensure that the Emerson values are incorporated into everyday employee life.


Why Work in the Greater Metro Atlanta Area
Our facility is located in Kennesaw, Georgia, which is conveniently located within driving distance to Atlanta and Historic Downtown Kennesaw. The area offers excellent school systems, an abundance of outdoor walking trails, and low crime rates create a family-friendly environment. The area is surrounded by several growing communities with restaurants, festivals, shopping, and outdoor activities that make them exciting places to live and work.


About our Location
The newly renovated Kennesaw campus hosts a Manufacturing Facility, Customer Support Call Center, and the offices of our Division President & Staff. Retail Solutions is a global business unit inside the Commercial & Residential Solutions Cold Chain segment and is the leading provider of electronic controls and optimization services for supermarket, convenience store, restaurant and refrigerated transportation customers and the OEMs that serve them. Electronics & Solutions is comprised of six acquisitions organized to add value to Emerson’s world-leading products through control, connectivity, and remote monitoring. The business generates half of its revenue outside of North America and employs over 1,200 people globally. Headquartered in the Greater Atlanta area, the business has major operations in Minnesota, Italy, Mexico, Brazil, China, and the Philippines. The Cold Chain business helps ensure that food safely and efficiently travels from farm to fork. With the blend of businesses and functions represented under this one roof, there are many opportunities for advancement within the Kennesaw location.