API Support Engineer

Avid; India; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Avid is seeking an API Support Engineer to work post-sale, helping customers and partners build on our APIs and SDKs. The role focuses on triage, diagnosis, documentation, and escalation to Engineering with high-quality reproduction and context.

As a customer-facing technical support specialist, you will ensure API issues are handled with clarity and speed, support partner enablement, and protect Engineering capacity by managing reactive API support demand.

Responsibilities

• 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)
• Serve as an escalation point for API-related cases from frontline Support
• Reproduce issues in test environments and gather logs, payloads, and diagnostic data
• Escalate confirmed defects to Engineering with complete reproduction steps, impact assessment, and supporting evidence
• Support technology partners and developers building Panel SDK extensions or API-driven integrations

Job description

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