API Support Engineer (Tier 3)

DecisionPoint seeks an API Support Engineer (Tier 3) to troubleshoot and resolve complex API, integration, and data flow issues across enterprise applications within a large federal and DoD-aligned mission environment. This senior troubleshooting role supports escalations from Tier 1 and Tier 2 teams, analyzes integration failures, resolves data mapping discrepancies, and provides in-depth diagnostic support for API consumers and backend systems.

The API Support Engineer serves as a technical escalation point, partnering with developers, integration engineers, cloud engineers, and system owners to restore service, identify root causes, and ensure resilience across enterprise API workflows.

This position is fully remote., The API Support Engineer (Tier 3) will: Resolve complex API issues escalated from Tier 1 and Tier 2 support, including endpoint failures, schema mismatches, and authentication problems.

• Triage enterprise-wide API incidents involving integrations, middleware, and downstream systems.

• Diagnose data mapping issues, payload inconsistencies, and transformation logic errors.

• Work closely with development and integration teams to reproduce issues and validate fixes.

• Support incident response by collecting logs, analyzing error patterns, and performing root cause analysis.

• Validate API behavior against OpenAPI/Swagger specifications, schemas, and version requirements.

• Assist in testing API changes, version upgrades, and integration adjustments prior to deployment.

• Document findings, resolutions, and recurring issue patterns in the enterprise knowledge base.

• Participate in Change Control Board (CCB) processes when fixes affect production integrations.

• Provide guidance to application teams on API usage, integration best practices, and troubleshooting steps.

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

• Support monitoring and alerting improvements for API endpoints and integration workflows.

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

Experience (Required)

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

• Experience diagnosing and resolving API defects, schema mismatches, and integration failures.

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

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

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

Technical Knowledge (Required)

• Strong knowledge of REST APIs, endpoint communication, and data structures.

• Familiarity with middleware, integration layers, and message brokers.

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

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

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

Technical Knowledge (Preferred)

• Experience with AWS GovCloud integration patterns.

• Knowledge of event-driven architectures or asynchronous API workflows.

• Experience with scripting or automation to support diagnostics.

Certifications

Required:

• ITIL v4 Foundation

• CompTIA Security+

Preferred:

• Additional API or cloud certifications (AWS Developer, API testing, etc.)

Skills

• Strong problem-solving abilities for complex, multi-system issues.

• Excellent communication skills for interacting with developers, engineers, and stakeholders.

• High attention to detail and ability to work through ambiguous technical symptoms.

• Ability to document troubleshooting steps and resolution procedures clearly.

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