API Support Engineer

Accountabilities

• • Provide technical support to customers and partners working with APIs, SDKs, and developer-facing platform capabilities.

  • Troubleshoot API usage, authentication, licensing, configuration, testing, and integration issues, validating expected versus actual behavior.

  • Reproduce reported issues in appropriate test environments and collect relevant logs, payloads, diagnostic information, and technical context.

  • Triage API-related cases and distinguish implementation or usage issues from product defects, regressions, and partner-specific problems.

  • Escalate confirmed defects to Engineering with complete reproduction steps, impact assessments, evidence, and relevant technical context.

  • Support technology partners and developers with integration patterns, platform limitations, best practices, and SDK-related questions.

  • Contribute to API documentation, troubleshooting guides, knowledge-base articles, and other developer resources.

  • Identify recurring support issues and documentation gaps, collaborating with Engineering and Product to improve usability and reduce repeat cases.

  • Participate in customer-impacting incident response and post-incident reviews involving API functionality.

  • Work cross-functionally to communicate recurring technical issues, provide product feedback, and ensure escalated cases are appropriately scoped and validated.

  • Maintain clear, accurate, and professional case updates, technical documentation, and escalation notes.

  Requirements

  • Strong professional experience supporting or working with APIs in a customer-facing technical support, support engineering, or similar environment.

  • Hands-on knowledge of REST APIs, JSON, HTTP methods, and authentication mechanisms such as OAuth and API tokens.

  • Ability to read and understand code in JavaScript, Python, or a similar programming language, even when not responsible for production development.

  • Demonstrated ability to reproduce technical issues, investigate root causes, and communicate findings clearly to Engineering teams.

  • Comfortable working directly with customers, partners, and developers to resolve complex technical problems.

  • Strong written and verbal communication skills, particularly for technical case management, documentation, and engineering escalations.

  • Experience supporting SDKs, developer platforms, APIs, or extensibility frameworks is an advantage.

  • Ability to understand C++, C#, or C code and associated compilation requirements is a plus.

  • Experience with third-party technology partners or developer ecosystems is beneficial.

  • Previous experience in L2/L3 Support, Support Engineering, Technical Account Support, or a comparable technical customer-facing role is preferred.

  • Familiarity with media, broadcast, production workflows, or related technology environments is an advantage.

  • Familiarity with enterprise media software and systems is a plus.

  Benefits

  • Full-time position based in India.

  • Customer-facing technical role with exposure to APIs, SDKs, developer platforms, and enterprise integrations.

  • Opportunity to collaborate closely with Engineering, Product, Support, and technology partners.

  • Remote work environment.

  • Exposure to complex technical troubleshooting and cross-functional problem solving.

  • Opportunity to contribute to developer documentation, support processes, and product improvements.

  • Inclusive workplace committed to equal opportunity and a diverse workforce.

  • Potential to grow expertise in API support, developer enablement, and technical account support.