Senior Services Engineer – B2Bi, CFT

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide L2/L3 RUN support for both production and non-production integration platforms and services.

• Manage incidents, problems, changes, service requests, monitoring events, health checks, and operational activities in accordance with SLA/KPI commitments.

• Lead the restoration of critical incidents, technical escalations, post-incident reviews, proactive monitoring, and handling of major incidents.

• Design, configure, deploy, test, and offer support for B2B and managed file transfer integrations.

• Assist with partner onboarding, validate connectivity, manage certificate exchanges, configure routes, conduct end-to-end testing, and handle file reprocessing.

• Maintain standards, procedures, and operational runbooks for implementation.

• Administer and support enterprise integration, managed file transfer, monitoring, gateway, and event management platforms.

• Execute upgrades, patching, deployments, configuration changes, smoke testing, and manage the lifecycle of certificates, keys, trust stores, secrets, and tokens.

• Provide support for operating systems, databases, messaging platforms, and hybrid infrastructure dependencies.

• Plan and carry out disaster recovery, high availability, failover, recovery validation, and maintenance activities.

• Drive root cause analysis and implement both corrective and preventive actions.

• Enhance monitoring and automation, improve capacity planning and platform reliability, and resolve recurring operational issues.

• Support audit and compliance activities by providing operational evidence, documentation, and traceability.

• Collaborate with customers, vendors, suppliers, hosted platform teams, and internal stakeholders.

• Communicate effectively during incidents, changes, maintenance, and service reviews.

• Mentor junior engineers and contribute to operational standards, knowledge sharing, and best practices.

• Primarily work in alignment with US Eastern Time business and operational needs.

• Respond to P1/P2 major incidents and engage in P1/P2/P3 Service Restoration Team calls.

• Support application maintenance windows, releases, upgrades, and disaster recovery exercises.

• Work independently, maintain ownership of tasks, communicate progress, and drive issues to resolution.

⛳️ Requirements

• 8+ years of relevant experience in enterprise B2B integration, managed file transfer, middleware operations, or application production support.

• Strong hands-on experience in operating and troubleshooting mission-critical production applications at the L2/L3 level.

• Ability to effectively communicate the value of technical capabilities to varied audiences.

• Proven ability to manage multiple workstreams while ensuring high levels of customer satisfaction.

• Experience in engaging with customers in a consultative manner and building robust internal and external relationships.

• Familiarity with incident, problem, change, request, release, and major incident management processes.

• Strong analytical, troubleshooting, root cause analysis, documentation, and customer-facing communication skills.

• Bachelor’s or master’s degree in computer science, Computer Engineering, Information Technology, or equivalent practical experience.

• Excellent written and verbal communication skills, along with client interfacing abilities.

• Experience in customer/front office engagement.

• Ability to coordinate with multiple onshore and offshore teams.

• Quick adaptability to acquire new skills.

• Experience in enterprise B2B and managed file transfer platform administration and support.

• Knowledge of AS2, SFTP, FTPS, HTTPS, MQ, PeSIT, and SSH.

• Familiarity with Linux/Unix, Windows, Oracle, SQL, PostgreSQL, and Kafka.

• Understanding of enterprise networking concepts including TCP/IP, DNS, firewalls, VPNs, load balancers, proxies/reverse proxies, secure connectivity, network traffic analysis, and application integration communications.

• Knowledge of PKI, certificate lifecycle management, ciphers, identity and access controls, authentication and authorization, API security, encryption technologies, and secrets management.

• Fundamentals of cloud computing in Azure, AWS, and GCP; including object storage and hybrid connectivity.

• Experience with monitoring, observability, event management, incident management, service management, collaboration, governance, and reporting platforms.

• Skills in shell scripting, Python, and PowerShell.

• Awareness of LLMs, Model Context Protocol, AI integrations, security boundaries, and access controls.

• Mandatory availability to participate in a 24x7x365 on-call rotation, including nights, weekends, and holidays.

🏝️ Benefits

• Health coverage.

• Retirement plans.

• Paid time off.

• Flexible work options.

• Opportunities for career development.

• Competitive salary.

• Global culture perks.

• Limited annual travel.