Senior API Specialist (Remote)

The Senior API Specialist plays a key role on ezCater's Partner Solutions team, supporting and scaling our API partner ecosystem through a balanced mix of partner onboarding, technical support, escalation handling, and reliability improvement work. This role owns the partner-facing experience for our GraphQL Orders API and our growing Menus, Delivery, and Store Hours API surfaces — helping external partners build, launch, and maintain successful integrations while serving as the senior point of contact for complex issues, recurring failure patterns, and opportunities to improve how we support API work across the business.

What You'll Do: 

Own API onboarding and partner support

• Own the onboarding and technical support experience for API partners, guiding them through setup — including API-user and token generation in ezManage, subscriber and subscription creation via GraphQL, and webhook configuration — through testing, launch readiness, and early-life support.
• Review Menu API requirements and coordinate with the Menus team to ensure menu structure and mapping allow orders to inject cleanly into a partner's POS or middleware system.
• Support external partners and integrators through Zendesk, Slack, email, and live troubleshooting sessions, ensuring timely communication and clear next steps.
• Engage regularly with partners and vendors dispersed across North America via email, video conferencing, and screen sharing.

Act as the senior escalation point

• Serve as the go-to technical resource for complex API issues, including payload and mapping problems, authentication and token errors, webhook delivery and HMAC signature-validation failures, order-flow issues (Order Accepted / Cancelled / Menu Updated), and Delivery API lifecycle events.
• Reproduce and isolate issues using tools like Postman and GraphQL, inspecting webhook payloads and logs to identify root cause — and know when to drive resolution independently versus escalate to Engineering with clean, well-documented reproduction steps.
• Partner with Product, Engineering, PMO, Menus, and Operations teams to investigate issues, drive resolutions, and improve the overall API partner experience.

Drive reliability and scale

• Monitor trends in API tickets and incidents, identify recurring failure patterns, and recommend process, tooling, or documentation improvements that reduce future support volume.
• Use observability and analytics tools (e.g., SumoLogic for API health, Sigma for usage trends) to surface risks early and improve visibility into integration health.
• Contribute to a more proactive support model by helping shape scalable processes as API volume and partner surface area grows.

Shape how the team supports the API

• Help define and improve support playbooks, troubleshooting guides, Zendesk macros, and internal and external developer documentation for API work.
• Provide technical training and enablement to internal teammates and external partners, raising the team's overall fluency in API support and troubleshooting.
• Support Menus API, Delivery API, Store Hours, and related partner communications, helping partners understand technical requirements, expected behaviors, and available integration paths.
• Contribute to partner communication and migration planning as the platform evolves, including the v1 GraphQL-to-v2 REST transition, helping partners migrate on a stable, well-understood path.
• Build strong working relationships with external partners and internal stakeholders while operating with a high degree of ownership, judgment, and autonomy.
• Mentor teammates and serve as a senior technical resource across the Integrations group.

What You Have: 

• 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, and comfort interpreting JSON and XML, reading logs, and reasoning about webhook and event-driven flows.
• Proven ability to troubleshoot and resolve complex technical issues under pressure with structured problem-solving and strong follow-through.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Experience managing escalations, balancing multiple priorities, and knowing when to drive independently versus pull in cross-functional partners.
• Strong operational mindset and a desire to improve systems, documentation, and workflows rather than only handling issues one at a time.
• Ability to connect technical issues back to customer, partner, and business impact.
• Curiosity, adaptability, and a willingness to learn new tools, systems, and integration patterns as our partner ecosystem evolves.
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

Nice to Have:

• Experience supporting external developers, technical partners, or B2B SaaS integrations.
• Familiarity with API testing and debugging tools — Postman, GraphQL, webhook inspection, and HMAC signature validation.
• Familiarity with Zendesk or similar support platforms and experience working across support and project-based workflows.
• Experience with API support, Menus API workflows, or third-party restaurant technology and integration partners (e.g., Olo, Deliverect, Toast, Otter, Paytronix, Checkmate).
• Experience with monitoring and observability (e.g., SumoLogic) and analytics (e.g., Sigma) to track API health and trends.
• Working knowledge of SQL and/or Python for data analysis, log investigation, or lightweight automation.
• Exposure to proactive monitoring, root cause analysis, or reliability improvement work in a partner-facing environment.
• Experience with API versioning, migrations, or deprecation planning with external partners.
• Experience mentoring teammates or serving as a go-to escalation resource in a fast-paced environment.

The national total target cash compensation range for this position, including base salary and bonus target, is $103,837–$133,655 annually.*

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).