Support & Maintenance Engineer (L2/L3)

Role overview

Support and integration duties

• Provide L2/L3 support, monitor services and message queues, resolve incidents within SLAs, perform root-cause analysis, and coordinate major incidents.
• Troubleshoot message flows, orchestration, routing, transformations, connectivity, and integrations across applications, databases, third parties, SaaS, and APIs.
• Support reprocessing, message retries, failure recovery, scheduled workflows, batch processes, and vendor issue resolution.
• Monitor API performance and troubleshoot REST/SOAP integrations, gateway configurations, security policies, throttling, access controls, logs, and traces.
• Support API deployment, versioning, decommissioning, and authentication mechanisms including OAuth, JWT, SAML, and API keys.
• Monitor OpenShift clusters, pods, namespaces, routes, and application health; troubleshoot containers and deployments.
• Support deployments, rollbacks, scaling, upgrades, capacity planning, and performance optimization.
• Participate in release planning, CI/CD deployments, approved changes, production readiness, post-deployment validation, and rollback.
• Configure monitoring alerts and dashboards; meet service availability and integration SLAs; support performance tuning and capacity planning.
• Maintain runbooks, operational procedures, architecture and dependency documentation; follow ITIL processes and support audit, security, and compliance.

Required qualifications

• 5+ years in application support and maintenance; 3+ years supporting ESB, middleware, or integration platforms.
• 5+ years of hands-on OpenShift or Kubernetes support and 5+ years managing enterprise API ecosystems.
• 5+ years in production operations and 24x7 support environments; understanding of ITIL service management practices.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

Technical platforms

• Experience in one or more of IBM Integration Bus (IIB) or Rhapsody; API management experience with Apigee, Azure API Management, or API Gateway solutions.
• OpenShift, Kubernetes, Docker containers, container networking, Helm charts, container security, and deployment management.
• Cloud exposure to one or more of Microsoft Azure, AWS, or Google Cloud Platform.
• Monitoring tools may include Splunk, Dynatrace, Grafana, or OpenShift Monitoring Stack; scripting may include Shell, PowerShell, Python, or Java.
• Database knowledge may include SQL Server or PostgreSQL.

Preferred qualifications

• Microservices architecture, DevOps and CI/CD, Azure DevOps, GitHub Actions, Jenkins, OpenShift Pipelines, or Istio experience.
• Healthcare, retail, financial services, or manufacturing integration experience; relevant OpenShift, Rhapsody, Kubernetes, Apigee, or IBM Integration certifications are preferred.
• Strong communication, stakeholder management, analytical problem-solving, documentation, and knowledge-sharing; effective in global teams and able to manage competing priorities.

Location

• The posting states the role location as US/Remote and identifies the team location as Frisco, Texas.