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, DevOps, 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.

Accountabilities

• 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, DevOps, 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.

Requirements

• 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 CloudWatch.
• Excellent verbal and written communication skills to engage technical and non-technical stakeholders.
• Preferred: Customer-facing technical experience, Git/GitHub proficiency, Linux/Unix command line knowledge, understanding of basic networking (HTTP, SSL/TLS, DNS), and familiarity with federal IT or DHS/USCIS systems.

Benefits

• 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.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!