Support Engineer 1

Job Profile - Support Engineer I

Overview

BY is looking for a Support Engineer to join our Platform Services, this position is responsible for the support and administration of BY Connect powered by MuleSoft Enterprise Service Platform, DMS2021, Platform 2023 (these are integration platforms). The Support Engineer must possess a broad range of analytical/technical skills and experience with enterprise-class services. The Support Engineer will work with a team of technical staff within BY and should have Experience in installing, patching, deploying, upgrading, troubleshooting and performance tuning of integration components.

Responsibilities

• Provide applications and projects with technical support for MuleESB/DMS 2021, and Platform 2023
• Respond to and resolve incidents escalated from operational teams and performance tuning requests utilizing critical thinking skills.
• Create and maintain documentation related to services, solutions and interfaces. Work with the performance support team to plan training, documentation, and communication for major projects or releases. Participate in Tiger Teams to troubleshoot end to end performance optimization of customer environments.
• Provide technical and advisory leadership as required to complete objective and be the primary point of contact for escalations for products in their portfolio.
• Prepare documentation and provide training and mentoring for other team members.
• Deploying, upgrading and supporting Mule /AMQ / Python services/technologies
• Experience in identifying problems, collecting data, establishing facts, and drawing valid conclusions
• Use customer service, communication  and problem-solving skills to solve inquiries from internal/external customers
• Follow operational guidelines, process and procedures published by the team
• Ability to support customer requests via phone, web, and email interfaces
• Ability to work flexible hours, alternate shifts and the ability to support 24x7 operation with rotation
• Experience in automating repetitive tasks.

Qualifications

• Bachelor’s degree (or equivalent) in Computer Science Or Engineering or other relevant discipline plus 2 Years of hands-on experience
• Experience in Installing and Configuring Mule runtimes via Mule Management Console - Install or via Jenkins using MuleSoft API and standard deployment methodologies.
• Experience in Creating, Configuring and Managing API Gateway.
• Experience in Automating application deployments to Mule.
• Experience with Active MQ, Message Broker or other JMS based messaging platforms like Kafka, Rabbit MQ.
• Experience with Python and willingness to learn new technologies that may get adopted based on the needs of the BY Roadmap
• Willingness to learn BY Solution knowledge to optimize support and troubleshooting interactions and time
• Experience in enterprise-scale environments in 24x7 operation
• Prior systems administration/application configuration management experience is preferred.
• Experience in using monitoring tools (Splunk, Zabbix, AppDynamics) and dashboards for faster troubleshooting
• Experience is using ARM for monitoring and analysis of the environements
• Experience in working on Windows and Linux Operating System
• Experience with MuleSoft or another enterprise-scale ESB
• Experience troubleshooting/Managing Runtime Servers 
• Experience working with Mule Connectors Standard/Custom
• Experience troubleshooting and performance tuning of integration components.
• Strong working knowledge of Service Oriented Architecture (SOA) and associated concepts such as XML data formats, Structures and Schemas, WS specifications, SOAP, Service Mediation/ESB, Digital certificates, Messaging, WS-Policy, WS-Security, WS-Addressing and other WS-* stack etc
• SaaS/Cloud/Azure experience a plus

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.