Amivero is seeking an API Technical Support Engineer to serve as a Customer Integration Specialist for mission-critical government IT systems. This hybrid role provides Tier I–III technical support for API integrations and related systems, acting as a crucial bridge between engineering teams and customer-facing API coaches.

This is a Regular Full-Time position in the U.S., and U.S. Citizenship is required to obtain a Public Trust clearance (DHS USCIS Public Trust preferred).

Role Summary and API Troubleshooting Mandate

This engineer will troubleshoot complex API issues, mentor junior staff, and translate technical resolutions into clear, customer-friendly guidance. The role requires strong problem-solving skills, hands-on API debugging experience, and the ability to operate across a modern DevOps stack to support high-visibility government systems.

Key Responsibilities:

• Technical Liaison: Act as the primary technical liaison between engineering teams and the Customer First staff, translating technical resolutions into actionable customer guidance.
• Tier I–III Support: Provide support for API-related issues, including integration errors, authentication failures, connectivity problems, schema mismatches, and performance concerns.
• Advanced Diagnostics: Diagnose and troubleshoot APIs across environments leveraging Ruby, Java, Drupal, AWS, Kubernetes, and CI/CD pipelines.
• API Expertise: Apply strong knowledge of APIs (REST, JSON, XML) and authentication methods (OAuth2, API keys, JWT).
• Developer Coaching: Partner with Customer First API Coaches to coach external users on effective API adoption, developer portal usage, and best practices.
• Documentation: Document and maintain knowledge base articles, FAQs, and integration guides, ensuring customer-facing content is accessible and accurate.
• Collaboration & Improvement: Collaborate with engineering, DevOps, and SRE teams to address recurring technical issues and proactively identify patterns to recommend product or documentation changes.
• Monitoring: Monitor and analyze API performance and system health, escalating critical incidents per SRE and security protocols.

Required Experience and Technical Qualifications

The ideal candidate must have significant experience supporting complex API products in enterprise/production environments and be able to read/debug code in primary application languages.

• Experience (Mandatory):
  • 5+ years in technical support, developer relations, or API product support (Tier II/Tier III level).
  • Demonstrated experience in troubleshooting API integrations in enterprise environments.
  • Prior experience supporting developers and technical end users in high-visibility or production environments.
• Technical Skills:
  • Strong knowledge of APIs (REST, JSON, XML, and authentication methods like OAuth2, API keys, JWT).
  • Ability to read/debug code in Ruby and Java to support troubleshooting and relay findings to developers.
  • Practical knowledge of AWS, Kubernetes, CI/CD pipelines, and monitoring/observability tools (e.g., Splunk, Datadog, CloudWatch).
  • Familiarity with Drupal-based developer portals and API documentation frameworks (e.g., Swagger/OpenAPI).
• Special Requirements:
  • U.S. Citizenship is required to obtain Public Trust Clearance.
• Preferred Qualifications:
  • Experience in customer-facing technical roles (solutions engineer, developer advocate, etc.).
  • Git/GitHub proficiency and CI/CD exposure.
  • Familiarity with federal IT environments or DHS/USCIS systems.
  • Understanding of basic networking (HTTP, SSL/TLS, DNS, proxies) and Linux/Unix command line.