API Technical Support Engineer; Customer Integration

API Technical Support Engineer (Customer Integration)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an API Technical Support Engineer (Customer Integration) in Virginia (USA).

This role is designed for a technically adept professional who thrives at the intersection of API engineering and customer support. The API Technical Support Engineer ensures seamless integration and adoption of enterprise APIs by providing Tier I-III technical support, troubleshooting complex issues, and delivering actionable guidance to both internal teams and external customers. This position demands hands-on experience with API debugging, cloud platforms, and CI/CD pipelines, as well as strong communication skills to translate technical solutions into clear instructions.

You will collaborate closely with engineering, Dev Ops, and customer-facing teams, proactively identifying patterns and contributing to improvements in products and documentation. The role is ideal for someone who enjoys mentoring colleagues, fostering trust with clients, and working in a high-impact, mission-driven environment.

• Serve as the primary technical liaison between engineering teams and customer-facing staff, translating technical solutions into actionable guidance
• Provide Tier I-III support for API integrations, including resolving authentication failures, connectivity issues, schema mismatches, and performance concerns
• Diagnose and troubleshoot APIs across environments using Ruby, Java, Drupal, AWS, Kubernetes, and CI/CD pipelines
• Monitor API performance and system health, escalating critical incidents according to SRE and security protocols
• Coach external users on API adoption, developer portal usage, and best practices alongside Customer First API Coaches
• Maintain and update knowledge base articles, FAQs, and integration guides to ensure accurate and accessible customer-facing documentation
• Collaborate with engineering, Dev Ops, and SRE teams to address recurring issues and recommend improvements in products and processes
• Identify trends in customer-reported issues and propose enhancements to documentation or product features

• 5+ years of experience in technical support, developer relations, or API product support (Tier II/Tier III level)
• Strong knowledge of APIs, including REST, JSON, XML, and authentication methods such as OAuth2, API keys, and JWT
• Proven experience troubleshooting API integrations in enterprise or production environments
• Ability to read and debug code in Ruby and Java for issue resolution and communication with developers
• Familiarity with Drupal-based developer portals and API documentation frameworks (e.g., Swagger/OpenAPI)
• Hands-on experience with AWS, Kubernetes, CI/CD pipelines, and monitoring/observability tools such as Splunk, Datadog, or Cloud Watch
• Excellent verbal and written communication skills to engage technical and non-technical stakeholders
• Preferred:
  Customer-facing technical experience, Git/Git Hub proficiency, Linux/Unix command line knowledge, understanding of basic networking (HTTP, SSL/TLS, DNS), and familiarity with federal IT or DHS/USCIS systems

• Competitive salary commensurate with experience
• Comprehensive health, dental, and vision coverage
• Flexible work arrangements, including remote work options
• Paid time off and company holidays
• Professional development opportunities and training support
• Retirement plan options with employer contributions
• Inclusive and collaborative work environment that values diversity

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.