Information Technology_USA - USA_Support Executive

Real Soft•Jacksonville, FL

4d•Onsite

About The Position

We are seeking an experienced L2 SRE Support Engineer with a strong background in Integration and E-Commerce platforms. The ideal candidate will have extensive experience in production support and SRE practices, with a focus on ensuring high system availability and performance. This role involves diagnosing and resolving incidents, performing root cause analysis, monitoring system health, and collaborating with various teams to ensure seamless integration and data exchange.

Requirements

8+ years of overall IT experience with strong exposure to Integration Support and SRE practices.
Minimum 4+ years of hands-on experience in MuleSoft (or similar API/integration technologies) in development or production support roles.
Proven experience in L2 Production Support / SRE operations, preferably in E-Commerce environments (Magento / AEM).
Strong expertise in MuleSoft Anypoint Platform (API Manager, Runtime Manager, DataWeave, flow orchestration).
Proficiency in integration technologies including REST APIs, JSON, XML, Java-based services.
Good understanding of E-Commerce platforms such as Magento and/or Adobe Experience Manager (AEM) and related integrations.
Experience with monitoring and observability tools (Dynatrace, Splunk, Datadog, Prometheus, Grafana, etc.).
Knowledge of system architecture, distributed systems, and API-led connectivity patterns.
Familiarity with Agile/Scrum methodologies and DevOps practices.

Responsibilities

Provide L2 SRE support for Integration and ECOM platforms (Magento/AEM), ensuring high system availability and performance.
Diagnose and resolve incidents (P1/P2/P3) related to MuleSoft integrations, APIs, and E-Commerce transactions.
Perform root cause analysis (RCA) for recurring issues and implement permanent fixes.
Monitor system health, analyze logs/metrics, and proactively identify performance bottlenecks.
Collaborate with development, business, and cross-functional teams to troubleshoot and resolve complex integration issues.
Manage and support end-to-end integration flows, ensuring seamless data exchange across systems.
Lead initiatives to improve system reliability, stability, and resilience aligned with SRE best practices.
Enhance monitoring, alerting, and automation to reduce incident occurrence and improve MTTR.
Support production deployments, release activities, and environment validations with minimal disruption.
Conduct daily health checks, incident tracking, and follow-ups with stakeholders.
Drive continuous improvement initiatives in support processes and operational efficiency.
Create and maintain knowledge base articles, runbooks, and SOPs for support readiness.
Participate in 24x7 on-call rotation to support critical production systems.