API Support Analyst I

Overview In this hybrid role, you are the first point of contact for clients using IBKR's API products, guiding them through basic integration and connection setup. You will support multiple channels, direct users to documentation, and triage issues for escalation to specialized teams. You’ll document interactions and follow established workflows to ensure timely, professional help. This position offers exposure to trading systems and a fast-paced support environment, with a clear path to broaden API knowledge and collaboration across teams. Compensation / Benefitscompetitive salary with bonusstock grant awards401(k) with company matchcomprehensive health benefits (medical, dental, vision)paid parental leaveEducation reimbursement and professional development ResponsibilitiesRespond to client inquiries via phone, chat, and support tickets in a timely and professional mannerAddress basic questions related to third-party integrations with IBKR APIGuide clients through initial API connection processesDirect clients to relevant documentation and resourcesTriage market data inquiries and escalate as appropriateRoute complex technical issues to specialized teams including API Integration, API L2, AM-API, and FIXENG teamsDocument client interactions accurately in the support systemFollow established support protocols and workflows Key requirementsBachelor's degree or equivalent experience (preferred)Basic understanding of programming concepts and what coding entailsExcellent written and verbal communication skillsAbility to communicate technical concepts to clients with varying levels of technical proficiencyStrong problem-solving abilitiesCustomer-service oriented mindsetAbility to work in a fast-paced environmentclear written and verbal communicationcustomer-service mindsetproblem-solvingBasic understanding of programming conceptsKnowledge of financial APIs or trading systems (a plus)Ability to explain technical concepts to non-technical users