Sr. Support Engineer- API and Integration

About the Role:

We are seeking a Senior Support Engineer to build and operate the support model for a modern API and integration platform.

Integration Platform Engineering builds and operates shared platform capabilities that power the digital ecosystem, including APIs, integration services, and platform tooling used by teams delivering web and mobile applications.

This role is responsible for improving the reliability and operational effectiveness of a distributed microservices platform running in a cloud-native environment. It is not a traditional support role. This person will own incident coordination, improve operational processes, strengthen observability, and help reduce recurring issues across the platform.

This role is critical to reducing operational noise, improving platform stability, and protecting engineering teams from unnecessary interruption.

The right candidate is a strong technical operator who communicates clearly, works well across teams, and brings structure to evolving environments. This person should be comfortable diagnosing issues in complex systems, guiding incident response, and improving support practices over time.

They should be collaborative, steady under pressure, open to feedback, and motivated by making systems more reliable and easier to operate.

What You’ll Do

• Own the end-to-end lifecycle of platform incidents, including triage, investigation, coordination, communication, and resolution
• Diagnose issues across APIs, gateway behavior, authentication, service-to-service communication, infrastructure, deployments, and cloud-hosted services
• Provide clear technical context that helps engineering teams resolve issues efficiently
• Define and improve incident processes, escalation paths, runbooks, and support standards
• Tune monitoring and alerting to reduce noise and improve signal quality
• Build and maintain dashboards for API health, latency, error rates, dependencies, and gateway visibility
• Lead root cause analysis and help translate incidents into long-term operational improvements
• Support internal teams onboarding to the platform and clarify support expectations
• Help ensure shared services remain stable for web, mobile, and partner-facing integrations
  
  

Required Qualifications

• 5+ years of experience in production support, platform support, SRE, DevOps, systems engineering, or a similar technical role
• 3+ years supporting APIs, microservices, or distributed systems in production
• Strong troubleshooting experience with REST APIs, HTTP/S, TLS, DNS, networking, and service connectivity
• Experience working in cloud environments such as AWS, Azure, or similar platforms
• Experience supporting Kubernetes-based environments, preferably Amazon EKS
• Experience with API gateways, preferably Kong Gateway or Kong Konnect
• Experience with observability platforms such as Splunk, Dynatrace, or similar tools
• Experience troubleshooting CI/CD pipelines and deployment issues, preferably with GitHub Actions
• Ability to read and understand application behavior and configuration, preferably in C# /.NET environments
• Strong communication, incident management, and problem-solving skills

Preferred Qualifications

• Experience in healthcare or another regulated environment
• Experience with secrets management solutions such as HashiCorp Vault, Azure Key Vault, or similar platforms
• Experience supporting identity and access integrations such as OAuth2, OIDC, JWT, and SSO
• Experience with GitOps and cloud-native deployment models
• Experience building support processes or operational models from the ground up
• Experience supporting shared services or platforms consumed by internal teams or external partners
• Experience operating in environments with complex, distributed systems and shared platform dependencies across multiple engineering teams

What Success Looks Like

• Faster incident resolution and clearer ownership
• Reduced alert noise and fewer operational interruptions
• Fewer repeat incidents through stronger follow-up and system improvement
• Better runbooks, support processes, and operational consistency
• Increased confidence from internal engineering teams and platform consumers

Contact: Brian Merin; bmerin@judge.com; 215-913-8857