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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
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.
#L1-CME1 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us !
