API Support Specialist

Job description

Filevine is a Legal AI company delivering Legal Operating Intelligence for the future of legal work. Grounded in a singular system of truth, Filevine brings together data, documents, workflows, and teams into one unified platform—where modern legal work happens with clarity and consistency. Powered by **LOIS**, the Legal Operating Intelligence System, Filevine connects context across every matter to transform legal operations from reactive to proactive. LOIS reads, understands, and reasons across your data to surface insight, automate complexity, and give professionals the clarity and confidence to see more, know more, and do more. Fueled by a team of exceptional collaborators and innovators, Filevine’s rapid growth has earned AI awards and recognition from Deloitte and Inc. as one of the most innovative and fastest-growing technology companies in the country. **About the Role:** Filevine is looking for a detail-oriented and partner/customer-focused API Support Specialist to join our growing team! As the first point of contact for our developer community and integration partners, you will play a crucial role in ensuring a smooth and successful experience with Filevine's API. You'll be responsible for handling initial inquiries, troubleshooting issues with the public api, and empowering users to leverage the full potential of our platform. If you love solving puzzles and helping people use technology, this is the perfect role for you. ### What You'll Do - Be the First Responder: Serve as the primary contact for all incoming API support requests via tickets, email, and chat, providing timely and helpful assistance. - Troubleshoot & Resolve: Diagnose and resolve common API issues, including authentication errors , request formatting problems, and questions about specific endpoints. - Communicate Clearly: Explain technical concepts and solutions to both technical and non-technical users in a clear and concise manner. - Document & Escalate: Meticulously document user issues and solutions in our ticketing system. Identify and collaborate on more complex problems with Tier 3 support or the engineering team. - Empower Users: Guide users through our API documentation, helping them understand best practices and how to achieve their integration goals. - Contribute to Knowledge: Assist in creating and updating articles for our internal and external knowledge bases to help users self-serve. ### What We're Looking For - 1+ years of experience in a technical support, help desk, or customer-facing role, preferably in a SaaS environment. - Exceptional Communication Skills: You can write clearly and speak thoughtfully, breaking down complex topics for any audience. - Strong Problem-Solving Instincts: Ability to step through and debug code and provide coding samples when needed. - Programming Experience: Proficiency in at least one language commonly used with APIs (e.g. Python, Javascript, PHP) - Testing Proficiency: Familiarity with API testing tools such as Postman or Insomnia. - Customer-First Attitude: You are patient, empathetic, and dedicated to providing an outstanding user experience. ### Preferred Qualifications (Nice-to-Haves): - Familiarity with ticketing software such as Zendesk, Jira Service Desk, or similar platforms. Previous experience in the legal tech industry.