API Support Team Lead

We are looking for an API Support Team Lead to manage and support our API partners, ensuring quality service and operational efficiency.

• •Manage the API support team, distributing workload and ensuring SLA compliance.
• •Oversee daily operational tasks of the team.
• •Assist in diagnosing complex technical cases: analyze API requests, logs, integration errors, and other scenarios.
• •Establish clear processes for handling requests.
• •Collaborate with other teams to resolve partner issues.
• •Improve support metrics: FRT, TTR/TRT, SLA, CSAT, backlog, and team productivity.
• •Prepare regular reports for management.
• •Develop knowledge base and internal documentation.
• •Organize training and development for team members.
• •Conduct 1:1 meetings to support employee growth and motivation.
• •Manage process changes and implement new tools and automation.
• •Ensure team stability and scalability as the business grows.

• •At least 1 year of experience managing an API technical support team (2nd-3rd line).
• •Minimum 2 years as a support specialist.
• •Understanding of API principles: REST API, HTTP methods, response statuses, JSON, authorization, rate limits, webhooks, and basic error diagnostics.
• •Experience with ticket systems like Jira Service Management or Zendesk.
• •Ability to build and improve support processes: SLA, prioritization, escalation, ticket routing, and backlog management.
• •Experience collaborating with product, development, infrastructure, account managers, and sales teams.
• •Familiarity with support metrics: FRT, TTR, SLA, CSAT, and productivity metrics.
• •Basic to intermediate data analysis skills: Google Sheets/Excel, BI dashboards.
• •Strong communication skills to explain technical concepts clearly.