Provides post-sales technical support for APIs, SDKs, and developer integrations. Diagnoses and reproduces customer and partner issues, analyzes logs and payloads, distinguishes implementation issues from defects, and escalates validated problems to Engineering. Supports authentication, licensing, configuration, and troubleshooting while contributing to API documentation and knowledge resources. Collaborates with Engineering, Product, and partners on recurring issues, incident response, and improving developer enablement.
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
This role sits within Customer Care ensures API and SDK related issues are properly triaged, diagnosed, documented, and when required escalated to Engineering with high-quality reproduction and context. The API Support Engineer plays a critical role in partner enablement, post-sale success, and protecting Engineering capacity by handling reactive API support demand.
This is not a product development role. It is a post-sales, customer-facing technical support role with deep API expertise.
Why This Role Matters
As Avid expands its API and extensibility strategy, partner and developer demand will continue to grow. The API Support Engineer ensures that:
- API issues are handled with speed, clarity, and accountability
- Customers and partners can successfully build on our platform
- Support demand scales sustainably as adoption increases
- Engineering teams remain focused on planned roadmap delivery
Key Responsibilities
API & Developer Support
- Provide technical support to customers and partners actively building on Avid APIs and SDKs
- Assist with API usage, authentication, licensing, configuration, testing, and troubleshooting
- Diagnose reported issues, validate expected vs. actual API behavior, and identify root cause where possible
- Support both synchronous and asynchronous interactions (cases, calls, partner escalations)
Triage & Escalation
- Serve as an escalation point for API-related cases from frontline Support
- Reproduce issues in test environments and gather logs, payloads, and diagnostic data
- Clearly distinguish between:
- Usage or implementation issues
- Defects or regressions
- Partner-specific issues (e.g., third-party extensions)
- Escalate confirmed defects to Engineering with complete reproduction steps, impact assessment, and supporting evidence
Partner Developer Support
- Support technology partners and developers building Panel SDK extensions or API-driven integrations
- Help partners navigate integration patterns, limitations, and best practices
- Route issues appropriately when responsibility lies with third-party partners
Documentation & Knowledge Management
- Contribute to API documentation, troubleshooting guides, and developer knowledge base articles
- Identify documentation gaps that drive repeat support cases
- Partner with Engineering and Product to ensure documentation reflects real-world usage and support learnings
Cross-Functional Collaboration
- Work closely with Engineering, Product, and Partner teams to provide feedback on API usability and recurring issues
- Help protect Engineering capacity by ensuring only validated, well-scoped issues are escalated
- Participate in incident response and post-incident reviews when API issues impact customers or partners
Required Qualifications
- Strong experience supporting or working with APIs in a customer-facing or technical support capacity
- Hands-on experience with REST APIs, JSON, HTTP methods, authentication (OAuth, tokens, etc.)
- Ability to read and reason about code (JavaScript, Python, or similar), even if not writing production code
- Experience reproducing technical issues and communicating them clearly to Engineering teams
- Comfort working directly with customers and partners on complex technical problems
- Strong written communication skills for case updates, documentation, and escalation notes
Preferred Qualifications
- Experience supporting SDKs, developer platforms, or extensibility frameworks
- Ability to read and understand C++, C# or C code and understand compiling requirements, even if not writing the code itself
- Familiarity with media, broadcast, or production workflows is a plus
- Familiarity with Avid software and systems is a plus
- Experience working with third-party partners or developer ecosystems
- Prior experience in L2/L3 Support, Support Engineering, or Technical Account Support roles
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#LI-Remote #L1-CME1
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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