API Support Engineer at Zipwhip

| Seattle
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We are one of the main reasons it’s possible to text with a business today. Zipwhip was the first company to enable texting on existing business phone numbers, and we are now the world’s leading business-texting software and API provider. More than 35,000 companies use us to increase customer engagement and drive growth through texting on their existing landline, VoIP or toll-free phone number. Intuitive cloud-based software, an enterprise-grade API and direct network connectivity mean businesses can use any computer or mobile device to securely and reliably reach their customers, every time.

Our strong venture backing allows us to aggressively invest in our product, technology and team; we’ve received nearly $100 million in funding from the likes of Goldman Sachs, M12 (Microsoft Ventures) and OpenView. We are consistently ranked one of Washington’s fastest-growing workplaces, and were voted the 6th best place to work in the state by Seattle Business magazine and The Puget Sound Business Journal in 2019.

Every day we work to uphold our core DIRECT values: Determination, Innovation, Respect, Enthusiasm, Collaboration and Trust. We know that we’ll build better products if we have a diverse and inspired team that’s encouraged to make mistakes and experiment.

If you want to be part of a team where you’re supported and empowered to change the way the world communicates, then we’d love to hear from you.

How this role makes an impact:

We are looking for an API Support Engineer to become a subject matter expert (SME) supporting our API and the many ways our customers have implemented it. You will troubleshoot issues with our API in specific, and customer API integrations in general. This position will work cross-functionally with engineering, operations, and customer support to troubleshoot customer-facing API integration issues. This API SME will act as a backstop for technical support, and may individually consult with customers to better understand existing gaps. The ideal candidate will be comfortable in both the technical and non-technical fields and comfortable building relationships with our clients.

What's you'll be working on:

  • Deliver exceptional API technical support to Zipwhip API customers and escalation API support for internal teams
  • Build and maintain API support documentation both internal and external users
  • Participate in cross-functional teams to improve processes and support product design and release.
  • Solve problems independently and creatively
  • Build out sample API code integrations
  • Provide support to Zipwhip Developer Portal
  • Educate customers and internal teams on Zipwhip APIs
  • Mentor internal teams on troubleshooting techniques, process, systems integration, and database support
  • Perform other duties as assigned

The skills you’ll need:

  • 3+ years of experience or equivalent in a technical support environment
  • Working knowledge of HTTP, XML, JSON, MySQL, REST APIs, Webhooks, cURL, Programming principles, and data structures, Linux systems
  • Familiarity with JetBrains IDE’s, Postman, Confluence, Jira Salesforce/Service Cloud is preferred.
  • Experience supporting highly available, and widely utilized public, APIs
  • Comfortable creating POC scripts to meet customer needs
  • Eagerness to learn Zipwhip products
  • Demonstrates good judgment in creating solutions
  • High technical proficiency and excellent problem-solving skills and analytical abilities
  • Strong interpersonal and communication skills are required. Clear and effective verbal, written and presentation skills.
  • Demonstrate a customer-centric mindset
  • Strong attention to detail and desire to thrive in a fast-paced environment.
  • Excellent organization and ability to perform multiple tasks simultaneously.
  • Strong work ethic, proactive at identifying and resolving issues, self-motivated and resourceful.
  • Demonstrate the ability to advocate improvements as a Voice of the Customer ambassador.
  • Familiar with wireless networks and industry is preferred

Why Zipwhip?

  • Ranked the #6 best workplace in Washington in 2019 from Seattle Business magazine and The Puget Sound Business Journal
  • Consistently ranked one of Washington’s fastest-growing companies by Deloitte
  • Competitive salary and stock options
  • Full benefits package including parental leave, 401k, flexible remote work, generous PTO
  • Health benefits including paid maternity and paternity leave, medical, vision, disability and life insurance
  • Free on-site weekly yoga and meditation classes hosted by ZUM fitness, and discounted memberships to Soul Fitness and CorePower Yoga
  • A brand new office on Elliott Bay with easy beachfront park access
  • Stipend for transportation and cell phone usage
  • A culture of transparency and open communication, including a catered weekly lunch meeting hosted by our CEO
  • Values-based leadership and a commitment to building diversity and inclusion

We are an equal opportunity employer and we value diversity of all kinds. We prohibit discrimination against any applicant or employee based on any legally recognized basis. This includes, but isn’t limited to, race, color, national origin or ancestry, citizenship status, creed, religion, gender identity or expression, sexual orientation, pregnancy, marital status, age, veteran status, disability or any other status protected by federal, state or local law.

We are an E-verify participating employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • BasecampManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • MarketoLead Gen

Location

We just moved into a brand new space across from Elliott Bay - check out our water view, sky bridge to a beach park and roof deck.

An Insider's view of Zipwhip

What are some social events your company does?

Every Friday we do something called Gourmet Lunch Friday, or "GLF" as we call it, where we get lunch catered by local chefs and the whole company comes together to eat lunch. This is also a time to go over weekly updates about product, engineering, and sales.

Jenna

Talent Manager

What are Zipwhip Perks + Benefits

Zipwhip Benefits Overview

Flexible PTO policy in addition to 11 other standard holidays
About 8 days of paid sick leave per year
Medical, dental, and vision benefits
401K (matching 100% of the first 1% and 50% match on 2-6%. Only 17% of companies have better matches than we do)
Parking or transportation subsidy of $75/month
Cell phone stipend of $20/month
Gourmet Lunch Fridays (catered lunch every Friday)
Free drinks and snacks in the office space
Subsidized breakfast and lunch in cafeteria
Discounted fitness center near the office, and free fitness classes in the office

Culture
Volunteer in local community
Zipwhip participates in local volunteer activities such as the Big Climb -Leukemia & Lymphoma Society, Backpack Bridgade, and PAWS.
Friends outside of work
Eat lunch together
Intracompany committees
Zipwhip has culture and fun committees that are re-elected annually and manage events and programs from our annual holiday party to our volunteer programs.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Zipwhip provides employees a subsided gym membership program at a gym near the office for $20/ month.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Customized development tracks
Paid industry certifications
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