API Technical Support Engineer

Description

The Amivero Team

Amivero’s team of IT professionals delivers digital   services that elevate the federal government, whether national security or   improved government services. Our human-centered, data-driven approach is   focused on truly understanding the environment and the challenge, and   reimagining with our customer how outcomes can be achieved. 

Our team of technologists leverage modern, agile methods   to design and develop equitable, accessible, and innovative data and software   services that impact hundreds of millions of people. 

As a member of the Amivero team you will use your empathy   for a customer’s situation, your passion for service, your energy for   solutioning, and your bias towards action to bring modernization to very   important, mission-critical, and public service government IT systems.

Special Requirements

• US Citizenship Required to obtain Public Trust
• DHS USCIS Public Trust preferred

The Gist…

Our API Technical Support Engineer (Customer   Integration Specialist) bridges the gap between system engineers and   customer-facing API coaches. This role provides Tier I–III technical support   for API integrations and related systems while actively engaging with both   technical teams and customer stakeholders. The engineer troubleshoots complex   API issues, mentors Tier I staff, and translates engineering solutions into   clear, customer-friendly guidance. They bring strong problem-solving skills,   hands-on API debugging experience, and the ability to foster trust with end   users and partner teams.

What Your Day Might Include…

• Act as the primary   technical liaison between engineering teams and the Customer First staff,   translating technical resolutions into actionable customer guidance.  
• Provide Tier I–III   support for API-related issues, including integration errors, authentication   failures, connectivity problems, schema mismatches, and performance concerns.
• Diagnose and   troubleshoot APIs across environments leveraging Ruby, Java, Drupal, AWS,   Kubernetes, and CI/CD pipelines.
• Monitor and analyze   API performance and system health, escalating critical incidents per SRE and   security protocols.  
• Partner with Customer   First API Coaches to coach external users on effective API adoption,   developer portal usage, and best practices.
• Document and maintain   knowledge base articles, FAQs, and integration guides, ensuring   customer-facing content is accessible and accurate. 
• Collaborate with   engineering, DevOps, and SRE teams to address recurring technical issues and   feed insights back into product improvement.
• Proactively identify   patterns in customer issues to recommend product or documentation changes.
• Adhere to client policy guidelines across   technical, security, and IT domains.

Requirements

You’ll Bring These   Qualifications…

• 5+ years in technical   support, developer relations, or API product support (Tier II/Tier III   level).
• Strong knowledge of   APIs (REST, JSON, XML, authentication methods like OAuth2, API keys, JWT)
• Demonstrated   experience troubleshooting API integrations in enterprise environments.
• Ability to read/debug   code in Ruby and Java to support troubleshooting and relay findings to   developers.
• Familiarity with   Drupal-based developer portals and API documentation frameworks (e.g.,   Swagger/OpenAPI).
• Practical knowledge of   AWS, Kubernetes, CI/CD pipelines, and monitoring/observability tools (e.g.,   Splunk, Datadog, CloudWatch).
• Strong communication   and relationship-building skills to engage technical and non-technical   stakeholders.
• Prior experience   supporting developers and technical end users in high-visibility or   production environments.

Preferred Qualifications

• Experience in   customer-facing technical roles (solutions engineer, technical account   manager, developer advocate, or support engineer).
• Git/GitHub proficiency   and CI/CD exposure.
• Familiarity with   federal IT environments or DHS/USCIS systems.
• Knowledge of Linux/Unix command line for   diagnostics.
• Understanding of basic networking (HTTP,   SSL/TLS, DNS, proxies).
• Prior experience supporting developers or   technical end users.

EOE/M/F/VET/DISABLED

All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Amivero complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.