Technical Support Specialist, API

Does your definition of success mean empowering others?

Then Jobber might be the place for you! We’re looking for a Technical Support Specialist, API to be part of our Product Support team.

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want! 

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers.

The team:

Our Product Support team collaborates with other departments and stakeholders to bring our company values to life for our customers. By embodying our values of being humble, supportive, and truly giving a sh*t, the Product Support team ensures that all our customers can be successful in Jobber. 

The role:

Reporting to the Senior Manager, Customer Support, the Technical Support Specialist, API is the first face of Jobber when new developers begin using our API, guiding them through building a custom app for their company or publishing their App in Jobber’s App Marketplace. You will work to empower developers to take advantage of Jobber’s Developer Center to navigate the code base, providing empathetic customer support when they need additional help. For App Owners and Developers integrating their applications into our Marketplace, you will ensure the app meets our quality guidelines, upholding the integrity and quality of our platform.

Working closely with another Technical Support Specialist, API and Technical Support Specialist, App Review, your team collaborates with the Success team and Partnerships team to ensure a world class customer experience for the developers you support.

The Technical Support Specialist, API will:

• Provide empathetic customer support to developers through email and over Zoom
• Become an expert in using and troubleshooting Jobber’s GraphQL API
• Guide implementation and onboard software developers onto Jobber’s Developer platform over Zoom
• Manage and triage customer support tickets for multiple stakeholders (3rd-party software engineers, Jobber customers, and internal teams)
• Create, maintain and edit developer-facing documentation and integration guides
• Document communications, testing methodologies, solutions and workflows associated with specific issues for internal use
• Collaborate to notify API users when deprecating Active GraphQL API Versions
• Update, improve and document tooling and processes in partnership with Product Development to scale operations efficiently
• Guide developers through Jobber’s App Review process, setting high standards for throughput, quality, and developer experience
• Define and enforce app quality and consistency policies alongside Jobber’s key organizational partners such as Security and Product Development
• Work closely with developers to understand their app workflows and rigorously test their apps against our standards
• Coordinate app releases into the Jobber App Marketplace with internal teams at Jobber such as Product Development, Partnerships, and Product Marketing
• Use your own insights and customer feedback to identify opportunities to optimize processes, ensuring efficiency for team members and transparency for all stakeholders

To be successful, you’ll need:

• Proven strong cross-functional, cross-organizational stakeholder management and verbal/written communications. You need to be highly collaborative, comfortable asking questions, and eager to learn – you’ll be working with teams across Success, Product Development and Partnerships to ensure a world class customer experience for the developers you support
• Strong time management skills. You’ll need to effectively manage your time to ensure that the individuals you work with are on a path to success
• Clear communication skills. You will be working with software developers, Jobber customers, and multiple stakeholders across the company, building relationships and earning trust quickly to communicate insights, give meaningful feedback, and provide empathetic customer support.
• A keen eye for detail and analytical thinking to evaluate app functionality, design, user interface, and overall customer experience
• The ability to assess and test mobile applications across various platforms, identifying bugs and suggesting improvements to app partners
• Familiarity with app store guidelines and a strong understanding of mobile and web technologies
• Experience working on technical issues, troubleshooting bugs, and reading code in a few different languages
• An understanding of web protocols like HTTP, HTTPS, OAuth, authentication and tools designed to test them (ex. POSTMAN)
• Experience with Git, Github, and using Markdown to update web hosted documentation
• A problem solving mindset. In this role you’ll listen to understand the needs of developers, customers and peers and work together to find creative solutions to problems
• The ability to embrace ambiguity. This team is changing and we’re eager to show our impact. You need to be invigorated by this type of environment and be able to balance day-to-day work with changes to existing processes. It helps if you’re excited by a new challenge!
• The ability to work independently and effectively manage your time with little guidance. You will need to be a self-starter with the ability to make decisions and juggle many tasks without losing sight of the highest priority items
• An incredible passion for our customers and a connection to our purpose – to help people in small businesses be successful

It would be really great (but not a deal-breaker) if you had:

• A background in computer science, information technology, or a related field is beneficial but not mandatory
• Experience optimizing workflows and processes using AI
• Experience with app testing methodologies and tools
• A passion for technology and staying updated with industry trends and best practices
• Experience technical writing for customer-facing and internal documentation
• Experience with Ruby on Rails, TypeScript, React, and/or GraphQL in a production environment
• Experience using APIs to build applications and query data
• Experience using SQL and/or APIs to query from a database

All interviews are currently being conducted virtually - via phone or video.

At Jobber, we believe that compensation should be transparent, fair, and reflective of your experience and growth. This role has a minimum annual salary of $71,600, a midpoint of $84,200 and a maximum salary of $96,900, designed to show the progression from learning the ropes to truly excelling.

We design our compensation to reflect each new hire’s skills, experience against the complexity of the role, ensuring a fair and competitive salary. Our range is intentionally broad to support growth and long-term impact, with fully established hires typically starting around the midpoint. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers below the midpoint reflect strong potential with room to develop. This approach ensures that compensation aligns with both an individual’s current capabilities and their opportunity for future growth.

Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development.

We believe in transparency and open conversations about compensation. If you have any questions about our approach, we’re happy to discuss them throughout the hiring process!