Technical Support Representative
Concentrix
API Technical Support Engineer – Customer Integration
Amivero
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSDrupalJavaKubernetesRubySplunk
About the role
- 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
- 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.
Benefits
- Special Requirements US Citizenship Required to obtain Public Trust
- DHS USCIS Public Trust preferred
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
API supporttroubleshootingRubyJavaRESTJSONXMLOAuth2AWSKubernetes
Soft skills
communicationrelationship-buildingcustomer guidancecollaborationproblem-solvingcoachingpattern identificationdocumentationtechnical liaisonengagement
