API Support Engineer – Tier 3

This is a fully remote position, open to applicants in United States.

📋 Description

• Address intricate API issues that have been escalated from Tier 1 and Tier 2 support, including endpoint failures, schema discrepancies, and authentication challenges.

• Manage enterprise-wide API incidents related to integrations, middleware, and downstream systems.

• Identify data mapping problems, payload inconsistencies, and errors in transformation logic.

• Collaborate with development and integration teams to replicate issues and confirm solutions.

• Assist with incident response by gathering logs, analyzing error trends, and conducting root cause analysis.

• Verify API functionality against OpenAPI/Swagger specifications, schemas, and version requirements.

• Aid in testing API modifications, version updates, and integration changes prior to deployment.

• Record findings, solutions, and recurring issue patterns in the enterprise knowledge base.

• Take part in Change Control Board processes when fixes impact production integrations.

• Offer guidance to application teams on API utilization, integration best practices, and troubleshooting approaches.

• Collaborate with cybersecurity teams when API issues intersect with authentication, authorization, or data security concerns.

• Enhance monitoring and alerting systems for API endpoints and integration workflows.

⛳️ Requirements

• Must possess an active Top Secret clearance, supported by a Tier 5 background investigation.

• Bachelor's degree in Information Systems, Computer Science, Software Engineering, or a related technical field.

• At least 6 years of experience in API support, backend troubleshooting, or technical application support.

• Proven experience in diagnosing and resolving API defects, schema mismatches, and integration failures.

• Familiarity with JSON schemas, OpenAPI/Swagger specifications, and API documentation.

• Experience in troubleshooting authentication and authorization processes (OAuth2, SAML, JWT).

• Background in supporting enterprise IT environments, preferably within federal or DoD missions.

• Comprehensive understanding of REST APIs, endpoint communication, and data structures.

• Knowledge of middleware, integration layers, and message brokers.

• Proficiency in analyzing logs from API gateways, application servers, or integration pipelines.

• Understanding of data mapping, transformation, and error-handling logic.

• Familiarity with monitoring tools for assessing API health and performance.

• Required certifications: ITIL v4 Foundation and CompTIA Security+.

• Strong problem-solving skills for complex, multi-system challenges.

• Excellent communication abilities for engaging with developers, engineers, and stakeholders.

• High attention to detail with the capability to navigate ambiguous technical symptoms.

• Ability to clearly document troubleshooting steps and resolution procedures.

• Strong customer-service orientation with a mission-driven mindset.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer matching.

• Opportunities for professional development and certifications.

• Flexible work schedule and remote work options.