API Support Engineer

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.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us !