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!