Job Summary

We are seeking an experienced API Platform Support Engineer to provide KTLO (Keep the Lights On) and production support for enterprise API platforms. The ideal candidate will have strong expertise in API technologies, API Gateway platforms, cloud environments, and resolving customer-impacting production issues.

This role requires a proactive support engineer who can troubleshoot complex API issues, ensure platform stability, and collaborate with cross-functional teams to maintain high service availability.

Key Responsibilities

• Provide production support and KTLO (Keep the Lights On) services for enterprise API platforms.
• Monitor, troubleshoot, and resolve customer-impacting production issues in a timely manner.
• Analyze API failures, identify root causes, and implement corrective actions.
• Support and maintain API Gateway infrastructure and related cloud services.
• Collaborate with development, infrastructure, and business teams to resolve incidents and improve platform reliability.
• Participate in incident management, root cause analysis (RCA), and post-incident reviews.
• Monitor system performance and recommend improvements to enhance platform stability.
• Maintain operational documentation and support processes.

Required Skills & Qualifications

• 5+ years of experience working with APIs and API platforms.
• Strong experience with API Gateway technologies (Apigee, Kong, MuleSoft, AWS API Gateway, Azure API Management, or similar).
• Hands-on experience with cloud platforms such as AWS, Azure, or Google Cloud Platform (Google Cloud Platform).
• Proven experience in Production Support / KTLO and customer issue resolution.
• Strong troubleshooting, debugging, and root cause analysis skills.
• Experience working with monitoring and logging tools.
• Excellent communication and stakeholder management skills.
• Ability and willingness to work during Central Standard Time (CST) business hours.

Preferred Qualifications

• Experience with ITIL-based incident and problem management processes.
• Familiarity with CI/CD pipelines and DevOps practices.
• Experience supporting high-availability enterprise applications.