API Support Analyst I

This is Hybrid role (4 days in office /1 day remote)
About your Team:
As a Level 1 API Support Analyst at Interactive Brokers (IBKR), you will be the first point of contact for clients seeking assistance with our API products. You will handle inquiries through multiple communication channels and guide clients ofvarying technical backgrounds through basic API integration processes.
What will be your responsibilities within IBKR:

Respond to client inquiries via phone, chat, and support tickets in a timely and professional manner.
Address basic questions related to third-party integrations with IBKR API.
Guide clients through initial API connection processes.
Direct clients to relevant documentation and resources.
Triage market data inquiries and escalate as appropriate.
Route complex technical issues to specialized teams including API Integration, APIL2, AM-API, and FIXENG teams.
Document client interactions accurately in the support system.
Follow established support protocols and workflows.

What required skill’s you need:

Bachelor's degree or equivalent experience (preferred)
Basic understanding of programming concepts and what coding entails
Excellent written and verbal communication skills
Ability to communicate technical concepts to clients with varying levels of technical proficiency
Strong problem-solving abilities
Customer-service oriented mindset
Ability to work in a fast-paced environment

Desired Attributes

Interest in financial markets and trading systems.
Previous experience in a technical support role.
Knowledge of financial APIs or trading systems (a plus).
Ability to learn quickly and adapt to changing technologies.

To be successful in this position, you will have the following:

Self-motivated and able to handle tasks with minimal supervision.
Superb analytical and problem-solving skills.
Excellent collaboration and communication (Verbal and written) skills.
Outstanding organizational and time management skills.

Company Benefits & Perks

Competitive salary, annual performance-based bonus, and stock grant awards
401(k) retirement plan with competitive company match
Excellent health and wellness benefits, including medical, dental, and vision benefits. 100% employer-paid medical premiums, with generous employer contributions to dental & vision plans as well.
Wellness screening and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP)
Generous paid parental leave (up to 16 weeks paid parental leave for eligible employees)
Company-paid basic life insurance, accidental death & dismemberment (AD&D), and short- and long-term disability coverage
Flexible Spending Accounts (Healthcare, Dependent Care, and Commuter FSAs)
Quarterly fitness stipend to offset costs associated with traditional gym and fitness memberships or fees
Education reimbursement and professional development opportunities
Legal services, telehealth access, and voluntary insurance options
Backup child and adult care support through Care.com
Daily lunch allowance and fully stocked kitchen with healthy breakfast and snack options