Support Analyst - API Channel Integration (Sandton) at Blue Label Telecoms

Description

Job Purpose

• Blue Label Telecoms is looking for a technically savvy and service-oriented Support Analyst – API Channel Integrations to join our Technology team.
• In this role, you'll play a critical part in supporting API integrations that drive seamless communication between systems, partners, and platforms.
• Your work will ensure reliability, performance, and outstanding customer satisfaction across our integration ecosystem.

Key Responsibilities

• API Incident Management: Monitor API services, troubleshoot issues, perform root cause analysis, and ensure timely resolution and documentation.
• Customer Integration Support: Guide clients during API onboarding, configuration, and issue resolution – especially across Azure-hosted and WSO2 API environments.
• Documentation & Knowledge Sharing: Maintain up-to-date technical documentation and troubleshooting guides for internal and external use.
• Vendor & Partner Collaboration: Act as a technical liaison for integration partners and internal teams to streamline issue resolution and new feature rollouts.
• Continuous Improvement: Identify recurring issues, improve monitoring and alerting, and support QA of API updates.
• Self-Management & Teamwork: Demonstrate accountability, planning, collaboration, and the ability to thrive in a fast-paced IT environment.

Requirements

Competencies

• Customer-focused mindset with excellent troubleshooting abilities
• Strong technical understanding of APIs and cloud platforms
• Excellent written and verbal communication skills
• Ability to work well independently and collaboratively
• Passion for learning and continuous improvement
• High attention to detail and ability to manage multiple priorities
• Strong problem-solving skills and communication abilities

Education

• Matric - Essential
• Bachelor’s degree in Information Technology, Computer Science, or related field

Experience

• 1–3 years' experience in IT support, technical troubleshooting, or API development
• Experience in cloud environments (Azure, AWS, Google Cloud) and API management platforms (e.g., WSO2)
• Proficiency with RESTful APIs and tools such as Postman and Swagger
• Familiarity with automation tools like JMeter is advantageous.