API Customer Support Technician

Financial Industry Computer Systems, Inc. (FICS®) is seeking anAPI Customer Support Technician member to join our mortgage technology team. You'll be the first line of expertise for our customers building integrations against our API products. This is a hands-on, developer-facing support role. You won't just field tickets; you'll reproduce bugs in C#, test endpoints before every release, write the documents your customers rely on, and present at our annual Users' Conference. If you love explaining why an API returns a 422, not just that it does, this is the seat for you.

What You'll Do

• Customer Support & Communication - Manage all inbound support inquiries-calls, e-mails, and chat tickets-across FICS API product lines, diagnosing root causes, logging resolutions, and escalating high-severity issues to engineering with clear reproduction steps and C# code samples. Build ongoing customer trust through timely, empathetic communication and proactive check-ins with customers who haven't reached out in three or more months.
• Technical Support & API Testing - Reproduce and isolate API integration issues using C#, Postman, or equivalent HTTP clients, and execute regression and acceptance test suites prior to each release. Document and file defects with clear reproduction steps, expected vs. actual results, and severity classification.
• Documentation - Author, review, and maintain FICS API documentation-endpoint references, code samples, change logs, and FAQs-ensuring all published C# examples compile cleanly and match the documented schema. Create quick-start guides and integration walkthroughs to support new features and product launches.
• Education & Presentations - Develop, prepare, and deliver webinar curriculum for both live sessions and recorded on-demand versions, as well as to gather post-session feedback to incorporate into future training materials.

Requirements

• 1-3 years of technical support, application support, or developer-relations experience (API/developer-focused preferred).
• Working knowledge of C# sufficient to read, debug, and modify customer integration.
• Solid understanding of RESTful API design.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint) and ability to learn FICS-internal tools in a Windows environment.
• Excellent verbal and written communication skills; ability to explain technical concepts to non-technical and technical audiences alike.
• Demonstrated patience and empathy when working with customers.
• Ability to manage multiple tasks, priorities, and deadlines with minimal supervision.
• Comfortable presenting to groups of 20+ in both live and recorded formats.
• High school diploma or equivalent; bachelor’s degree in computer science, IT, or a related field strongly preferred.

Preferred (Nice-to-Have)

• Exposure to SQL / database querying for troubleshooting.
• Prior experience in technical training, developer advocacy, or technical writing.

Bonus: Experience with the mortgage or financial-services domain.

Key Competencies

• Clear written and verbal communication-comfortable presenting to executives, managers, and subject-matter experts
• Structured, detail-oriented approach to planning and prioritization
• Analytical problem-solving with a bias for root-cause analysis
• Self-directed work ethic with the ability to collaborate in a team setting

Working Conditions & Schedule

• Standard business hours [Mon-Fri, 8 am-5 pm CT].
• Sedentary, computer-intensive work; frequent phone and video-conference use. Manages incoming/outgoing calls and emails.

Benefits

About FICS®

Founded in 1983 and headquartered in Dallas, Texas, FICS specializes in flexible, end-to-end technology solutions for the mortgage industry. Our LoanWare® suite combines imaging, workflow, and web-based capabilities built on modern .NET architecture to serve lenders, servicers, and processors nationwide.