API Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an API Support Engineer based in India. This role sits within a customer-focused technical support environment and plays a key part in helping customers and technology partners successfully build on API and SDK capabilities. You will diagnose complex API issues, distinguish implementation challenges from genuine product defects, and provide clear technical guidance. The position combines hands-on troubleshooting with customer and partner interaction across post-sales engagements. You will work closely with Engineering, Product, Support, and Partner teams to resolve issues efficiently and improve the overall developer experience. The role also contributes to documentation, knowledge sharing, incident response, and continuous improvements to API support processes. It is an opportunity to work in a technically demanding environment where your expertise directly helps scale API adoption while allowing engineering teams to remain focused on product development.

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.

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