Product Support Specialist, API

The PinTech team at Pinterest supports partnerships across a diverse set of companies to provide our Pinners with world class experiences bringing them the inspiration to create a life they love. As a Product Specialist, you’ll work directly with our advertisers  to answer questions, solve problems, and you’ll take the insights you gain to our product and engineering teams to help make Pinterest even better. The work you will do will drive a better user experience for our customers and ensure that the PinTech team is connected to the direction of our growing product. 

What you’ll do:

• Support advertisers with solutions to unblock issues with the Pinterest API.
• Advocate new API features and assist clients in the adoption of new API products via upgrades and migrations to help them build long-term success. Provide documentation and technical guidance to ensure the technical success of clients’ integrations.
• Own the end to end technical support experience for your assigned product(s) and/or clients; answering tickets, hopping on client calls and collaborating with XFN teams.
• Represent the voice of the customer and develop insights to improve user experience by improving API documentation and tooling.
• Identify product limitations, features and perform data analysis to size, prioritize and shape business cases for product and sales process enhancement.
• Partner with product and engineering teams to facilitate successful execution of product launches, regress bugs and develop localized product strategy.
• Responsible for ticket quality within product area and metrics such as CSAT, ticket resolution times, first response times, etc.

What we’re looking for:

• BS/BA degree or 3+ years of experience required.
• Experience with triaging and troubleshooting technical products / platforms (ex. ad networks, Google Analytics, conversion tracking, APIs) for business customers with a client service mindset.
• Experience online advertising or related domain experience in the API space.
• Experience working with SQL and Python.
• Experience with API integration; ideally at a large consumer tech platform.
• Experience with Postman, Google Analytics, MMP’s, Tableau, Salesforce, and ticketing systems
• Experience working with, presenting to, and managing external partners/customers.
• Ability to manage multiple projects concurrently.
• Ability to manage ambiguity, troubleshoot complex API problems and work independently as well as collaboratively.
• Experience leading and owning cross functional projects (ie PM, ENG, Sales) that improve user experience or solve a problem within workflows tooling or user support. 
• Experience advocating, negotiating and driving results with the ability to comfortably interact with cross-functional partners, sales and clients. 
• Data analysis skills to frame and break apart large business problems and effectively build business cases to advocate technical solutions.

Relocation Statement:

• This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement Statement:

• We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.
• This role will need to be in the office for in-person collaboration 1-2 times/quarter and therefore can be situated anywhere in the country.

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