Product Support Engineer – API and Integration Troubleshooting

Grade Buzz 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 Grade Buzz 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, HTTP 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.

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

Analyze HTTP 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.

Diagnose integration failures between Grade Buzz 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.

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…