Platform Support Engineer - Technical Support

Job Summary :

We are seeking a skilled Support Engineer with 4-10 years of experience, specializing in the Apigee Hybrid platform.

This role involves applying SRE principles to ensure the reliability, availability, and performance of our API gateway and middleware systems.

Key responsibilities :

• Include advanced troubleshooting, defining monitoring standards, utilizing Kubernetes (AKS, OpenShift) for platform stability, and providing technical guidance and mentoring to the support team.

Key Responsibilities and Technical Deliverables :

API Platform Support : Provide Strong experience in Apigee Hybrid support, including deployment, configuration, maintenance, and complex troubleshooting of the control plane and runtime environment.

SRE Principles and Operations : Apply SRE- Support, Monitoring, and Troubleshooting methodologies to mission-critical API services. Focus on reducing toil and improving reliability through automation.

Middleware Support : Manage and provide Middleware support for integration technologies and enterprise service buses connected to the API management layer, ensuring robust data flow and connectivity.

Container Orchestration : Possess fundamental Knowledge of Kubernetes (AKS, OpenShift) to effectively monitor, troubleshoot, and manage the underlying infrastructure hosting the Apigee Hybrid runtime.

Monitoring and Observability : Implement and maintain comprehensive monitoring and alerting systems to track key API metrics, identify bottlenecks, and proactively address performance degradation or failures.

Incident Management : Lead the resolution of critical incidents related to API gateway availability, security, and performance, ensuring timely communication and detailed root cause analysis.

Mentoring and Training : Provide Mentoring experience and technical guidance to junior team members, raising the overall skill level of the support function in API management and cloud-native practices.

Documentation : Create and maintain detailed runbooks, knowledge base articles, and operational documentation for the API platform.

Mandatory Skills & Qualifications :

Experience : Overall, 4 to 10 years of experience in IT support, DevOps, or SRE roles.

API Management : Strong experience in Apigee Hybrid.

Reliability Engineering : Expertise in SRE- Support, Monitoring, Troubleshooting practices.

Integration : Proven experience in Middleware support.

Containerization : Knowledge of Kubernetes (AKS, OpenShift).

Leadership : Mentoring experience or strong evidence of technical guidance provided to peers / juniors.

Preferred Skills :

(ref : hirist.tech)