API Support Engineering Manager IRC193278

Description:

This role sits withing Video and Media business unit's strategy, alliances, and business development function. This is a small and highly strategic team, that works across Avid's business functions, with its principal customers and its growing ecosystem of partners, to lead the development of the business unit's strategy, to augment Avid's solutions through a network of partnerships and targeted acquisitions, and to work with customers to help them initiate their transformation initiatives.

As Developer Support Lead for our API suite in the Video and Media business unit, you will support developers, partners, and clients ensuring that they can work efficiently and leverage our API's and technical documentation relating to our portfolio of video editing, asset management and storage platforms. As part of this team, you will work with others across Avid in product management, engineering, documentation, partner management, and professional services. You will be the primary point of contact for external developers and help them navigate all the available Avid APIs. At the same time, you will assist teams at Avid in understanding the requirements of the customer and submit feature requests from partners using established processes.

Requirements:

- Proactive and responsive developer support lead

- 5+ years of experience in supporting, developing, and managing a community of developers

- Exceptional communication skills

- Strong teamwork skills to successfully work in a highly matrixed environment

- Ability to work in a fast-paced environment

- Team player, who adjusts quickly as plans evolve

Would be a plus:

- Experience of media industry technologies, standards, and workflows

- Technical Background

Job Responsibilities:

-Establish a 3-rd parties developer support approach that combines self-help and managed responses for the technical community

-Quickly and efficiently triage API developer support requests to ensure they are responded to quickly and clearly

-Work closely with the technical writer to ensure frequently asked questions are captured and collated into a database for self-service

-Work with managers and tech leads to define, monitor and report KPI's to identify areas of improvement to the support process

-Collaborate with product development teams both internally and externally to ensure we understand the context of customer or partner requests

-Maintain a good working understanding of Avid Products and solutions and the potential API integrations and workflows clients and partners require

-Assist in testing and qualification efforts

-Assist in building and maintaining on preme and cloud development environments (Engineering API tooling Team)

-Maintain a database of customer requests and issues and make them available to improve and extend APIs in the future

What We Offer

Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.

Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities!

Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.

Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally

Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world.

By integrating experience design, complex engineering, and data expertise-we help our clients imagine what's possible, and accelerate their transition into tomorrow's digital businesses.

Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries.

GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.