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…