Product Support Specialist

Company Name: tastytrade 
Role: Product Support Specialist – Open API 
Location: Chicago, IL - Hybrid (3 days/week in office) 

Our Product Team manages the portfolio of features and enhancements that power tastytrade, guiding each initiative from initial concept through discovery, build, deployment, and continuous improvement. As a Product Support Specialist for Open API, you'll serve as the critical bridge for our Open API customers, providing technical support for our public API while gathering insights that directly shape our roadmap. You'll develop deep expertise in RESTful APIs, OAuth authentication, and trading workflows, partnering with Engineering and Product teams to ensure our API delivers an exceptional developer experience. 

What You'll Do: 

Deliver exceptional API technical support: 

• Manage the Open API support inbox, triaging and resolving developer inquiries with aggressive same-day and 2 business day resolution expectations 
• Debug complex API integration issues including authentication flows, WebSocket connections, request/response formatting, and rate limiting challenges 
• Reproduce bugs in local development environments, create minimal reproducible examples, and document technical issues for Engineering escalation 
• Coordinate regular touchpoints with Product Manager and Engineering Manager to resolve advanced technical questions and facilitate knowledge transfer 
• Monitor developer communities (Reddit, Discord, forums, GitHub) to proactively address questions and emerging issues 

Build comprehensive knowledge resources: 

• Create and maintain internal canned responses in Salesforce for common API questions, including code snippets and troubleshooting workflows 
• Develop external customer-facing FAQs, integration guides, and code examples on the developer portal 
• Build and maintain the tastyworks-public-api Postman collection with working examples for all instrument types, order types, and complex trading strategies 
• Create sample integration code in multiple languages demonstrating authentication, order placement, market data streaming, and error handling 
• Identify gaps in public API documentation each quarter and contribute directly to documentation improvements with technical accuracy 

Gather and synthesize developer feedback: 

• Aggregate feedback from support tickets, community forums, and direct developer interactions to identify patterns in pain points and feature requests 
• Analyze API usage patterns, error logs, and integration challenges to surface systemic issues and enhancement opportunities 
• Transform developer insights into actionable product recommendations with technical specifications that enhance API functionality 
• Collaborate with Product Managers to prioritize feature requests and bug fixes based on developer impact 
• Track enhancement requests and monitor resolution progress, providing technical context to stakeholders 

Who You Are: 

• Bachelor's degree in Computer Science, Software Engineering, or related technical field, or equivalent practical experience 
• Experience in technical support, API support, developer relations, or software engineering roles 
• Strong understanding of RESTful API architecture, HTTP/HTTPS protocols, authentication methods (OAuth 2.0, session tokens), and WebSocket connections 
• Experience with API testing tools (Postman, curl, Insomnia) and ability to craft complex API requests, troubleshoot responses, and validate payloads 
• Familiarity with version control (Git), API documentation tools, and development workflows 
• Understanding of basic trading concepts (order types, instrument types, market mechanics) or demonstrated ability to quickly learn domain-specific technical systems 
• Analytical mindset: Ability to diagnose technical issues systematic