Customer Support - API Implementation

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.

• 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.

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.