Complaints Escalation Analyst I

The Customer Service CXC for API and DaaS is a specialized, high-impact role focused on delivering expert-level technical support and an exceptional customer experience for our API platform and data services. This role works at the center of multiple stakeholder groups, partnering closely with Engineering, Product, Sales, Customer Success, and Operations to ensure reliable data delivery, successful customer integrations, and continuous service improvement.

Acting as a trusted point of coordination, the CXC proactively manages stakeholder expectations, facilitates clear communication across teams, and drives alignment during incident resolution, escalations, and improvement initiatives. This position is ideal for individuals who combine strong technical aptitude with a customer-first mindset and who excel at influencing, prioritizing, and collaborating across teams to solve complex problems and deliver shared outcomes.

Accountabilities

• Serve as the frontline escalation point for complex API and DaaS issues from customers, Inside/Field Support, and Account Teams.
• Develop a deep understanding of our API endpoints, authentication flows (e.g., OAuth, API keys/tokens), rate limits, error handling, pagination.
• Review and validate customer-formed API queries to identify incorrect parameters, syntax issues, misuse of endpoints, or missing required fields.
• Review and validate API responses to identify data gaps, inconsistencies, or potential data delays, and escalate issues when needed.
• Troubleshoot API calls and authentication issues by reproducing requests and checking logs in a controlled environment, and verifying the structure and content of returned data; escalate confirmed defects or unexpected API behavior to Product/Engineering
• Create and maintain comprehensive knowledge base articles, runbooks, and troubleshooting guides for API and DaaS scenarios.
• Troubleshoot API calls and authentication issues by reproducing requests and checking logs in a controlled environment, and verifying the structure and content of returned data; escalate confirmed defects or unexpected API behavior to Product/Engineering
• Collaborate with Product to communicate customer feedback, feature requests, and potential API deprecations.
• Prepare and deliver customer-facing technical and non-technical communications.
• Assist in defining and monitoring SLAs for API-DaaS support and data delivery performance.
• Identify unexpected or incorrect API behavior during troubleshooting and drive remediation with cross-functional teams.
• Maintain strong customer relationships, manage expectations, and communicate effectively in both technical and non-technical terms.
  
  

• Bachelor’s degree in any field (or equivalent practical experience)
• At least 2 years college completed with no back subjects/incomplete units can be considered – depends on the technical experience
• 3–5+ years of hands-on experience in technical customer support, technical account management, or engineering support for APIs and data services.
• Has experience handling multiple channels - calls, email, and chat support
• Strong understanding of RESTful APIs, JSON, API keys, rate limits, pagination, and error handling.
• Familiarity with API response schemas
• Proficiency with at least one programming or scripting language (e.g., Python, PowerBI, Node.js)
• Excellent written and verbal communication skills; ability to explain complex technical topics to non-technical stakeholders.
• Strong analytical and problem-solving abilities; detail-oriented and methodical.
• Customer-focused mindset with a calm, professional demeanor under pressure.
• Ability to work cross-functionally with Product, Engineering, Sales, and Professional Services.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Amenable to working on a shifting schedule
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must have a Successful or above rating in the last Enabling Performance cycle