We are searching for an experienced Support Analyst API Channel Integrations at our Capital Hill Sandton facility. Job Purpose The API Channel Integration Support Analyst is responsible for providing technical support and troubleshooting assistance for API integrations that facilitate data exchange and communication across various channels and platforms within the organization. This role focuses on resolving API-related issues, ensuring system stability, and optimizing integration performance. Key Responsibilities API Incident Management and Resolution Proactively monitor API services and integrations for any incidents or service disruptions. Conduct in-depth investigations and root cause analyses of API incidents to restore services swiftly. Collaborate with internal development and infrastructure teams (including those managing Azure and WSO2 environments) to resolve technical issues. Document incidents and resolutions thoroughly to enable knowledge sharing and quicker future resolutions. Escalate critical incidents appropriately and ensure clear communication with stakeholders during resolution. Customer Channel Integration Support Provide comprehensive technical support for customers integrating with our API channels, including onboarding, configuration, and troubleshooting. Assist customers in leveraging APIs effectively within Azure-hosted environments, WSO2 API management platforms and on-prem platforms. Respond promptly to customer queries and ensure high levels of customer satisfaction through accurate, helpful, and clear guidance. Engage with customers to understand their unique integration challenges and tailor solutions accordingly. Documentation and Knowledge Management Develop, update, and maintain detailed integration documentation, use cases, and troubleshooting guides. Maintain a robust knowledge base for internal and external stakeholders to support self-service and reduce support overhead. Ensure all documentation reflects the latest updates and best practices for Azure-hosted environments, WSO2 API management platforms and on-prem platforms. Contribute to continuous improvement of knowledge management practices to enhance team effectiveness and integration quality. Vendor and Partner Collaboration Act as a key technical point of contact for integration partners, fostering collaborative relationships. Coordinate with partners to resolve integration challenges, test new features, and support rollout activities. Liaise with internal stakeholders for support escalations, version upgrades, and feature enhancements. Continuous Improvement and Quality Assurance Identify recurring issues, patterns, or pain points in API integrations and propose long‑term solutions or enhancements. Conduct thorough testing and validation of API updates to ensure reliability and backward compatibility. Provide feedback to the development and architecture teams to drive API improvements and align with customer needs. Participate in initiatives to refine API monitoring, logging, and alerting practices, leveraging Azure monitoring tools and WSO2 capabilities. Competencies Customer Focus Technical Support & Troubleshooting API & Integration Knowledge Problem Solving Communication Skills Collaboration & Teamwork Stakeholder Management Adaptability Attention to Detail Time Management & Prioritisation Accountability Continuous Improvement Documentation & Knowledge Sharing Analytical Thinking Education & Experience Bachelor's Degree in Information Technology, Computer Science, or a related field. Master's degree or relevant certifications (e.g., ITIL Expert, PMP) preferred. 1–3 years of experience in IT support, technical troubleshooting, or software development with exposure to API technologies. Proficiency in API concepts, protocols, and tools (e.g., RESTful APIs, Postman, Swagger). Strong problem‑solving skills and ability to diagnose and resolve technical issues in a fast‑paced environment. Effective communication and collaboration skills with the ability to interact with stakeholders and technical teams. Detail‑oriented and organized with a commitment to delivering high‑quality support services. Familiarity with API management platforms (e.g., AWS, Azure and WS02). Experience with tools like JMeter, Postman, etc. for automation and troubleshooting tasks. Other Required Skills Knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud) and their integration capabilities. Solid understanding of web development technologies and backend systems. Ability to adapt quickly to new technologies and learn on the job in a dynamic IT environment. Our company provides equal employment opportunities (EE) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. #J-18808-Ljbffr