[Hiring] API Support Engineer @Avid

Role Description

This role sits within Customer Care and 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.

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

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

Benefits

• Avid is an equal opportunity employer.
• We celebrate diversity and are committed to creating an inclusive environment for all employees.