Technical Support Specialist, API

Does your definition of success mean empowering others? Then Jobber might be the place for you!

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber, they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience.

About Jobber

Jobber's culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists.

The Team

Our Product Support team collaborates with other departments and stakeholders to bring our company values to life for our customers. By embodying our values of being humble, supportive, and truly giving a sh*t, the Product Support team ensures that all our customers can be successful in Jobber.

The Role

Reporting to the Senior Manager, Customer Support, the Technical Support Specialist, API is the first point of contact for new developers using Jobber's API. You will guide them through building custom apps and publishing them in Jobber’s App Marketplace. You will empower developers to leverage Jobber’s Developer Center, navigate the codebase, and provide empathetic support when needed. For App Owners and Developers integrating their applications, you will ensure their apps meet quality guidelines, upholding the integrity and quality of our platform.

Working closely with another Technical Support Specialist, API and a Technical Support Specialist, App Review, your team collaborates with the Success and Partnerships teams to ensure a world-class customer experience for the developers you support.

Responsibilities

• Provide empathetic customer support to developers via email and Zoom.
• Become an expert in using and troubleshooting Jobber’s GraphQL API.
• Guide implementation and onboard software developers onto Jobber’s Developer platform via Zoom.
• Manage and triage customer support tickets for multiple stakeholders (3rd-party software engineers, Jobber customers, and internal teams).
• Create, maintain, and edit developer-facing documentation and integration guides.
• Document communications, testing methodologies, solutions, and workflows associated with specific issues for internal use.
• Collaborate to notify API users when deprecating Active GraphQL API Versions.
• Update, improve, and document tooling and processes in partnership with Product Development to scale operations efficiently.
• Guide developers through Jobber’s App Review process, setting high standards for throughput, quality, and developer experience.
• Define and enforce app quality and consistency policies alongside Jobber’s key organizational partners such as Security and Product Development.
• Work closely with developers to understand their app workflows and rigorously test their apps against our standards.
• Coordinate app releases into the Jobber App Marketplace with internal teams at Jobber such as Product Development and Partnerships.