API Technical Support Engineer (Customer Integration)

Amivero • VA

83d

About The Position

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.

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.

Nice To Haves

• 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.

Responsibilities

• 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.

What This Job Offers

• Number of Employees: 101-250 employees