Product Application Support API knowledge

Job DescriptionMy client is a well-established, Irish-owned SaaS business and a recognised household name with a loyal customer base. Despite their scale (circa 30 people), they operate like a tight-knit team of friendly technical nerds who genuinely love technology, enjoy learning, and thrive in a collaborative, inclusive, and relaxed culture. Autonomy is a core value; everyone is trusted to take full ownership of their work.

This is a high-impact, end-to-end customer role. Youll own customer problems from first contact through to resolution, ensuring a smooth, confident start for every new client and reliable, high-quality support for existing customers. Its ideal for someone with a completionist mindset who enjoys problem-solving, has patience and empathy, and is naturally curious.

They stay at the forefront of technology, using modern tools and AI to help diagnose and resolve customer issues. While their current solution is Claude, they continuously evaluate the market and will adopt the latest, most effective tools as soon as theyre released. Youll work closely with the onboarding team to guide new clients through getting started with the platform, partnering with Sales and Engineering to ensure a seamless experience from day one.

Youll support customers as they integrate with the product and act as a trusted, go-to contact for existing clients, consistently delivering a high standard of service. Youll join a supportive team focused on continuously improving customer-facing processes and driving client satisfaction. A comprehensive onboarding plan is already in place, so youll be fully supported from your first day.

Role split 50% Onboarding (mostly post-sales, some pre-sales): Guide a range of clients, including banks and insurance companies, through setup and integration. Become a product expert, explain how their APIs work, and own issues from start to finish. Join customer meetings alongside Sales and Engineering as needed. 30% Support for existing clients: Handle usage queries and why is X happening? investigations.

Reproduce issues, escalate to L2/Engineering when required, and proactively chase outstanding work. Manage relationships both internally and with customers. 10% Diagnostics, monitoring & QA: Run reports and dashboards; investigate using AWS logs (CloudWatch, DynamoDB, Athena) and write SQL-like queries to extract data. Manually QA new features and countries, identify root causes, assign to the right owner, and escalate appropriately.

Essential skill-set 13 years of experience in client-facing support or customer success roles. Experience using ticketing systems to track, manage, and resolve client issues and requests. An understanding of web technologies and third-party/plugin integrations.

An understanding of APIs and how they work in real-world integrations. Genuine interest in the product: youre comfortable manually testing features to understand how they work end-to-end. Strong commitment to delivering an exceptional client experience at every touchpoint.

Confident, clear communicator who is attentive and responsive to customer needs. Excellent attention to detail when capturing requirements and documenting customer issues. Comfortable and confident facilitating live sessions via Zoom or Microsoft Teams.

Able to collaborate effectively with colleagues both in-office and remotely. Stamp 4 or EU passport Advantageous Hands-on experience with tools such as Jira, Confluence, Zendesk or Front, and other Atlassian products or web-based CRM platforms. Familiarity with AWS services (e.g., Athena, CloudWatch) or similar cloud monitoring/analytics tools.

Salary and benefits: DOE up to €45,000 with Healthcare, Pension, Death in Service, bike to work & tax saver tickets, 22 days holidays, regular social events. Location: Dublin City Centre, Open-plan office space with onsite canteen, bike storage facility (Dublin Bikes close by), Showers, wheelchair accessibility Hybrid working model:- 3 days a week (Tues, Wed & Thur). Everyone is in these days, so there is a great atmosphere in the office.

Skills: API Support dublin Benefits: Work From Home TPBN1_IJ