# Customer Support - API Implementation

**Company:** [FICS, Inc.](https://jobs.workable.com/companies/9rzuUHhfCd2tMCReSoBZfX.md)
**Location:** Addison, United States
**Workplace:** on site
**Employment type:** Full-time
**Department:** Programming

[Apply for this job](https://jobs.workable.com/view/34adce1a-6ebe-4786-a43c-7a3847052b8d)

## Description

Financial Industry Computer Systems, Inc. (FICS®) is seeking an **API Implementation Customer Support 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.