Senior API Specialist

Responsibilities

Own API onboarding and partner support

• Own the onboarding and technical support experience for API partners, guiding them through setup, testing, launch readiness, and early-life support.
• Review Menu API requirements and coordinate with the Menus team to ensure menu structure and mapping support clean order injection into partner POS or middleware systems.
• Support external partners and integrators through Zendesk, Slack, email, live troubleshooting sessions, video conferencing, and screen sharing.

Act as the senior escalation point

• Troubleshoot complex API issues involving payloads, mappings, authentication and token errors, webhook delivery, HMAC signature validation, order-flow events, and Delivery API lifecycle events.
• Reproduce and isolate issues using Postman and GraphQL, inspecting webhook payloads and logs to identify root causes.
• Drive resolution independently or escalate to Engineering with clear, documented reproduction steps.
• Partner with Product, Engineering, PMO, Menus, and Operations to investigate issues and improve the API partner experience.

Drive reliability and scale

• Monitor API tickets and incidents, identify recurring failure patterns, and recommend process, tooling, and documentation improvements.
• Use observability and analytics tools such as SumoLogic and Sigma to surface risks and improve integration-health visibility.
• Help develop proactive support processes as API volume and partner surface area grow.

Shape API support practices

• Improve support playbooks, troubleshooting guides, Zendesk macros, and internal and external developer documentation.
• Provide technical training and enablement to internal teammates and external partners.
• Support Menus API, Delivery API, Store Hours, and related partner communications.
• Contribute to partner communication and migration planning, including the GraphQL v1-to-v2 REST transition.
• Build relationships with partners and internal stakeholders while operating with ownership, judgment, and autonomy.
• Mentor teammates and serve as a senior technical resource across the Integrations group.

Requirements

• Strong experience supporting API-based integrations in a technical support, implementation, partner support, or solutions-oriented role.
• Hands-on experience with GraphQL and/or REST APIs.
• Comfort interpreting JSON and XML, reading logs, and reasoning about webhook and event-driven flows.
• Proven ability to troubleshoot complex technical issues under pressure.
• Excellent written and verbal communication skills.
• Experience managing escalations and multiple priorities across cross-functional teams.
• Strong operational mindset with an interest in improving systems, documentation, and workflows.
• Ability to connect technical issues to customer, partner, and business impact.
• Curiosity, adaptability, and willingness to learn new tools and integration patterns.
• Ability to travel up to 5 days per quarter for team gatherings and other events, when applicable.

Nice to Have

• Experience supporting external developers, technical partners, or B2B SaaS integrations.
• Familiarity with Postman, GraphQL, webhook inspection, and HMAC signature validation.
• Familiarity with Zendesk or similar support platforms.
• Experience with Menus API workflows or third-party restaurant technology and integration partners such as Olo, Deliverect, Toast, Otter, Paytronix, and Checkmate.
• Experience with SumoLogic, Sigma, monitoring, and observability.
• Working knowledge of SQL and/or Python for data analysis, log investigation, or lightweight automation.
• Experience with proactive monitoring, root cause analysis, or reliability improvement.
• Experience with API versioning, migrations, or deprecation planning.
• Experience mentoring teammates or serving as a technical escalation resource.

Compensation and Benefits

• National total target cash compensation, including base salary and bonus target: $103,837–$133,655 annually.
• Stock options.
• 12 paid holidays and flexible PTO.
• 401(k) with company match.
• Health, dental, and FSA benefits.
• Long-term disability insurance.
• Mental health and family planning resources.
• Remote-hybrid work from the Boston office, home, or a combination of both.