Senior API Support Specialist

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.Department FocusThe Enterprise Delivery team at Deliverect plays a vital role in connecting partners and customers to our platform through three key pillars: API Support, Technical Project Management (TPM), and Partner Integration Management. The API Support team globally manages partners and customers integrating with Deliverect APIs, providing API support, certifications, newsletters, changes, and documentation.Your ImpactAs a Senior API Support Specialist at Deliverect, you will be the primary technical bridge between our platform and our global ecosystem of partners, moving beyond ticket resolution to own the developer journey and streamline certification workflows. You will act as a proactive consultant for integrations ranging from local SMBs to global Enterprises, directly impacting the stability and growth of our North American partner network. Your expertise will ensure seamless technical transitions and high-level satisfaction for our developer community, contributing significantly to our scaling efforts in the region.This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Toronto office and 2 days from the comfort of your home.

Role Details:

• Fluency in English is required, with strong written and verbal communication skills being essential.
• This is a full-time, hybrid role with a flexible work schedule, offering 3 days in either our Toronto or Mexico City office and 2 days from the comfort of your home.
• The expected annual compensation for this role is between $109,000 CAD and $127,000 CAD.
• This position is for an existing vacancy.

What you will do:

• Act as the dedicated technical point of contact for North American SMB and Enterprise API partners, proactively guiding them through the entire integration lifecycle to drive regional growth.
• Manage the API ticketing helpdesk and email queues, utilizing tools like Zendesk or Jira to drive technical queries to successful resolution with high customer satisfaction.
• Oversee and optimize the partner certification process, ensuring all new integrations meet Deliverect’s rigorous quality and performance standards before going live.
• Consult with partners and prospects to architect solutions that help them transition from legacy systems to Deliverect’s API-first platform.
• Lead strategic project initiatives aimed at enhancing internal support processes and improving the overall developer experience.
• Monitor integration health proactively to identify and resolve potential issues before they escalate, maintaining clear communication across different time zones.
• Collaborate with global API Support and TPM teams to share documentation, newsletters, and technical updates that empower our partner ecosystem.
• Utilize Postman and other technical tools daily for API testing, troubleshooting, and verifying partner implementations.

What you will bring:

• 5+ years of experience in technical support, solutions consulting, or developer advocacy, specifically focused on B2B SaaS API integrations, or equivalent work experience.
• Expert-level proficiency with Postman and deep hands-on experience using, testing, and troubleshooting RESTful APIs.
• Proven track record of "speaking the language" of developers, with the ability to translate complex technical concepts for both technical and non-technical stakeholders.
• Exceptional problem-solving skills and a natural curiosity to dissect complex technical issues and provide actionable solutions.
• Demonstrated experience managing ticketing workflows (, Zendesk, Jira) and optimizing support processes for efficiency.
• A proactive, ownership-driven mindset, with the ability to thrive in a fast-paced environment and identify process gaps independently.
• Exceptional written and verbal communication skills in English, with the ability to manage diverse partners across North America.
• Strategic thinking ability to manage multiple projects simultaneously while prioritizing high-impact enterprise accounts.

Join Our Innovative Journey:At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.What You'll Gain by Joining Us:Invest in Your Growth-We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.Solve Meaningful Challenges-Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.Collaborate with a Global Team-Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are.Our Commitment to Inclusion:We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups.Important Information:1. Fluency in English is required, with strong written and verbal communication skills being essential. 2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel.3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process.4. We strive for an efficient and objective hiring process. Please be advised that an Artificial Intelligence tool is utilized to assist in the initial screening and assessment of applications based on required skills and qualifications. This process is designed to support our recruiters and does not replace human review.If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at .Ready to shape the future of commerce with us? Explore our opportunities and apply today!We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.