We seek an enthusiastic, versatile individual to join an established team providing a range of technical support services around the BPA Business Process Automation platform, supporting API-led integrations, automation workflows, and runtime execution across multiple external systems. It would suit an individual experienced with supporting integration and partner-led queries at L2 support and sufficient knowledge to handover but continue a dialogue with our development team. This is challenging role involving investigation, analysis, critical thinking skills with the pressure of a severity impact on production.
Work Setup: Full-time, regular, remote (midshift), must be based in the Philippines.
Responsibilities:
- Investigating and responding to integration and automation incidents raised through an incident management system.
- Troubleshoot and escalate unresolved tickets to an appropriate section.
- Communicating all forms of information, internal and external, to the appropriate channels
- Prioritise and manage service incidents, balancing diagnostic depth with agreed support SLAs. Progress tickets and provide relevant information for troubleshooting or clarification.
- Identify opportunities to produce knowledge-based articles pertinent to the support function. Identify opportunities for support process improvement.
- Replicate issues and provide a complete diagnosis/fault scenario handover to the development team third line support.
Qualifications:
- At least 4 years of experience as System Integration support or any similar role
- Experience with MuleSoft or similar integration platforms.
- Able to Identify error handling paths Vs successful execution paths.
- Good working knowledge of SQL query language
- Knowledge of web services using XML & JSON. Ability to analyse and find issues with HTTP requests and responses using any HTTP debugging tool.
- Understand schema drift and how breaking changes can occur when data is noncompliant.
- An ability to spot missing, unexpected, or malformed fields.
- Minimises escalation through good analysis skills and an ability to support API integrations.
- Has a good understanding of security methods such as OAuth2, use of JWTs, API keys, basic auth, certificates. IP whitelisting/security constraints. Certificate expiry and token refresh.
- An ability to interpret auth failure messages vs permission failures vs network timeouts.
