IBM Integration & WebMethods Support Engineer - Remote/Portugal

IBM Integration & WebMethods Support Engineer

Requirements:

• Experience with supporting IT operations at customers, ideally in Integration
• Knowledge of some or all of the following Integration technologies: IBM ACE, IBM API Connect, IBM MQ or webMethods Hybrid integration.
• Fluency in English (written and spoken).
• Basic experience in Java or .NET, with a focus on back-end development.
• Familiarity with networking and security (DNS, firewalls, HTTP, SSL/TLS, etc.) and DevOps principles (CI/CD, testing).
• Knowledge of Enterprise Integration Patterns is a plus.
• Experience with collaboration tools such as Atlassian, GitLab, etc.
• Strong communication skills, especially in direct customer interactions.
• EU citizenship.
• Willingness to travel to Belgium on a quarterly basis.

Responsibilities:

• Act as the Single Point of Contact for at least one customer, ensuring seamless communication between with the customer.
• Handle incident resolution, change implementation, and customer communication.
• Provide on-call support (one week per month) as part of our 24/7 standby team for fast and effective issue resolution.
• Contribute to service process improvements, automation, and innovative solutions.
• Ensure adherence to Service Level Agreements (SLAs) to maintain high-quality support and customer satisfaction.
• Maintain and support Hybrid Integration Platforms (HIP) at our customers.