Senior API Specialist, ezCater
$103.8-133.7k
OTE
OTE includes base salary and bonus target. + Stock options
SQL
Python
GraphQL
Postman
Zendesk
Slack
JSON
REST API
Senior and Expert level
Remote from US
More information about location
Online marketplace for business catering
Be an early applicant
Online marketplace for business catering
501-1000 employees
HospitalityB2BMarketplaceFood
Be an early applicant
$103.8-133.7k
OTE
OTE includes base salary and bonus target. + Stock options
SQL
Python
GraphQL
Postman
Zendesk
Slack
JSON
REST API
Senior and Expert level
Remote from US
More information about location
501-1000 employees
HospitalityB2BMarketplaceFood
Company mission
To provide businesses with access to high-quality and fast corporate catering, 24/7.
Role
Who you are
- Strong experience supporting API-based integrations in a technical support, implementation, partner support, or solutions-oriented role
- Hands-on experience with GraphQL and/or REST APIs, and comfort interpreting JSON and XML, reading logs, and reasoning about webhook and event-driven flows
- Proven ability to troubleshoot and resolve complex technical issues under pressure with structured problem-solving and strong follow-through
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
- Experience managing escalations, balancing multiple priorities, and knowing when to drive independently versus pull in cross-functional partners
- Strong operational mindset and a desire to improve systems, documentation, and workflows rather than only handling issues one at a time
- Ability to connect technical issues back to customer, partner, and business impact
- Curiosity, adaptability, and a willingness to learn new tools, systems, and integration patterns as our partner ecosystem evolves
- Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable
Desirable
- Experience supporting external developers, technical partners, or B2B SaaS integrations
- Familiarity with API testing and debugging tools — Postman, GraphQL, webhook inspection, and HMAC signature validation
- Familiarity with Zendesk or similar support platforms and experience working across support and project-based workflows
- Experience with API support, Menus API workflows, or third-party restaurant technology and integration partners (e.g., Olo, Deliverect, Toast, Otter, Paytronix, Checkmate)
- Experience with monitoring and observability (e.g., SumoLogic) and analytics (e.g., Sigma) to track API health and trends
- Working knowledge of SQL and/or Python for data analysis, log investigation, or lightweight automation
- Exposure to proactive monitoring, root cause analysis, or reliability improvement work in a partner-facing environment
- Experience with API versioning, migrations, or deprecation planning with external partners
- Experience mentoring teammates or serving as a go-to escalation resource in a fast-paced environment
What the job involves
- The Senior API Specialist plays a key role on ezCater's Partner Solutions team, supporting and scaling our API partner ecosystem through a balanced mix of partner onboarding, technical support, escalation handling, and reliability improvement work
- This role owns the partner-facing experience for our GraphQL Orders API and our growing Menus, Delivery, and Store Hours API surfaces — helping external partners build, launch, and maintain successful integrations while serving as the senior point of contact for complex issues, recurring failure patterns, and opportunities to improve how we support API work across the business
- Own the onboarding and technical support experience for API partners, guiding them through setup — including API-user and token generation in ezManage, subscriber and subscription creation via GraphQL, and webhook configuration — through testing, launch readiness, and early-life support
- Review Menu API requirements and coordinate with the Menus team to ensure menu structure and mapping allow orders to inject cleanly into a partner's POS or middleware system
- Support external partners and integrators through Zendesk, Slack, email, and live troubleshooting sessions, ensuring timely communication and clear next steps
- Engage regularly with partners and vendors dispersed across North America via email, video conferencing, and screen sharing
- Serve as the go-to technical resource for complex API issues, including payload and mapping problems, authentication and token errors, webhook delivery and HMAC signature-validation failures, order-flow issues (Order Accepted / Cancelled / Menu Updated), and Delivery API lifecycle events
- Reproduce and isolate issues using tools like Postman and GraphQL, inspecting webhook payloads and logs to identify root cause — and know when to drive resolution independently versus escalate to Engineering with clean, well-documented reproduction steps
- Partner with Product, Engineering, PMO, Menus, and Operations teams to investigate issues, drive resolutions, and improve the overall API partner experience
- Monitor trends in API tickets and incidents, identify recurring failure patterns, and recommend process, tooling, or documentation improvements that reduce future support volume
- Use observability and analytics tools (e.g., SumoLogic for API health, Sigma for usage trends) to surface risks early and improve visibility into integration health
- Contribute to a more proactive support model by helping shape scalable processes as API volume and partner surface area grows
- Help define and improve support playbooks, troubleshooting guides, Zendesk macros, and internal and external developer documentation for API work
- Provide technical training and enablement to internal teammates and external partners, raising the team's overall fluency in API support and troubleshooting
- Support Menus API, Delivery API, Store Hours, and related partner communications, helping partners understand technical requirements, expected behaviors, and available integration paths
- Contribute to partner communication and migration planning as the platform evolves, including the v1 GraphQL-to-v2 REST transition, helping partners migrate on a stable, well-understood path
- Build strong working relationships with external partners and internal stakeholders while operating with a high degree of ownership, judgment, and autonomy
- Mentor teammates and serve as a senior technical resource across the Integrations group
Our take
ezCater is an online marketplace app that provides catering options for businesses, working with food providers who enter their menus onto the app for customers to browse. ezCater sends each store its orders and handles customer service while the food providers fulfil the orders.
ezCater profits by charging a small commission on all orders that restaurants fulfil. The company counts JLL, RingCentral and the San Francisco 49ers among its customers. It previously fuelled expansion through acquisitions such as online catering platform GoCater in 2018 and MonkeySoft Solutions in 2019.
ezCater has enjoyed strong growth, in part by focusing on meal deliveries to a growing hybrid workforce as an employee benefit. It has been eyeing an IPO for some time, though these plans are yet to come to fruition. In the meantime, it has continued to develop its technology and unveiled a new supplier diversity program to uplift small businesses owned by underrepresented groups.
Steph
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
Top investors
26% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Dec 2021
$100m
SERIES D
Apr 2019
$150m
SERIES D
Total funding: $433.9m
Company benefits
- Health and wellness: Taking care of yourself and your loved ones comes first. Our competitive benefits package includes medical, dental, and vision; extensive voluntary options; and mental health resources.
- Compensation: We pride ourselves on our competitive offer packages, and take our commitment to pay transparency seriously. All full-time employees receive equity, a 401(k) match, and a monthly stipend to use towards commuting and remote work expenses.
- Parental support: We offer 12 weeks fully paid parental leave with additional paid time for delivery recovery. We also offer a family planning benefit that provides financial assistance for qualified family forming services.
- Full bellies: For employees working from our Boston office, we offer a lunch stipend via Meal Program. And fully stocked fridges all day, everyday.
- Time off: We offer flexible vacation plus 14 paid holidays. Every 5 years our people are eligible for an ezBreak, a fully-paid 4 week sabbatical and $5,000 bonus.
- Growth and development: We offer professional development opportunities through Skills Accelerator, our internal upskilling program, along with company-wide, department specific leadership trainings. We take internal mobility seriously – you can move sideways, you can move up, and there are always new opportunities to learn.
Company HQ
Financial District, Boston, MA
Leadership
Stefania Mallett
(Co-Founder & Director)Former CEO of the company. Studied at MIT before spending 20 years in leadership positions at firms including IntraNet, Taskmail, More than Words, and InSite Marketing Technology.
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