# Senior API Specialist

**Company:** [ezCater](https://hotfix.jobs/companies/ezcater)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $104k – $134k/yr
**Experience:** 5+ years
**Skills:** GraphQL, REST APIs, JSON, xml, Webhooks, hmac, Postman, Zendesk, sumologic, Sigma, SQL, Python
**Posted:** 2026-08-06

> Supports and scales an external API partner ecosystem through onboarding, technical troubleshooting, escalations, and reliability improvements. The role requires hands-on GraphQL or REST experience, strong incident-solving skills, and clear communication with technical and non-technical stakeholders.

## Job Description

## 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.

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