Middleware Support Engineer
About the job
About the Middleware Support Engineer role
The Middleware Support Engineer will provide Level 2 technical support, monitoring, troubleshooting, and performance tuning for enterprise middleware and application platforms to maintain high availability and service continuity. The role involves supporting IBM WebSphere Application Server, webMethods, Apigee, and related integration technologies, while conducting root cause analysis, resolving complex incidents, and coordinating with developers, infrastructure teams, engineering teams, and vendors. The engineer will also identify recurring issues and optimization opportunities, maintain technical documentation and operational procedures, ensure SLA and operational compliance, and contribute to continuous service improvement in a fast-paced support environment.
Key Responsibilities:
- Provide Level 2 technical support, platform monitoring, and performance tuning to maintain high availability and uninterrupted service continuity
- Provide advanced troubleshooting and resolution for complex technical issues across middleware and application platforms
- Collaborate with developers, infrastructure teams, and vendors to define and implement effective solutions
- Identify recurring issues and optimization opportunities while maintaining comprehensive and up-to-date support documentation
- Perform in-depth root cause analysis (RCA) and coordinate with engineering teams to drive timely and sustainable resolutions
- Monitor incidents and provide proactive and reactive support to maintain platform stability and performance
- Ensure compliance with agreed targets, Service Level Agreements (SLAs), and operational requirements
- Support integration and middleware environments and contribute to continuous service improvement
- Maintain technical documentation, troubleshooting guides, and operational procedures
Requirements:
- Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field
- Relevant experience in Level 2 application, middleware, or platform support
- Strong hands-on experience with IBM WebSphere Application Server (WAS)
- Advanced knowledge of webMethods and integration/middleware technologies
- Working knowledge of Apigee is preferred
- Experience with Axway or similar API/integration technologies is an advantage
- Strong troubleshooting, problem-solving, and root cause analysis skills
- Experience working with developers, infrastructure teams, engineering teams, and external vendors
- Good understanding of incident management, service monitoring, and SLA-driven support environments
- Strong communication and documentation skills
- Ability to work independently and effectively in a fast-paced operational environment
Technical Skills
- Primary Technology: IBM WebSphere Application Server
- Primary Skill Area: Integration & Middleware
- Secondary Technology: Apigee
- Additional Technologies: webMethods, Axway
