Senior 3rd-line support engineer Shift lead

Job Title: Senior 3rd-Line Support Engineer & Shift Lead

Location: Remote Open to candidates based in (Brazil, Argentina, Uruguay, Colombia, Peru, Mexico)

Contract Duration: 6 months with possible extension
Extension: Strong likelihood of renewal following the initial 6-month pilot

We’re Looking For…

We are looking for Senior 3rd-Line Support Engineer & Shift Lead to join a UK-based integration platform provider, supporting enterprise clients operating business-critical integrations and APIs. This is a hands-on technical leadership role where you’ll act as the senior escalation point for complex incidents, lead support operations during your shift, and help ensure the stability and performance of live customer environments.

You’ll be supporting a modern iPaaS (Integration Platform as a Service) environment and working closely with both customers and internal engineering teams to investigate, troubleshoot, and resolve production issues.

Key Responsibilities

• Lead the support shift and act as the primary escalation point for critical incidents
• Drive incident resolution and service restoration activities
• Troubleshoot APIs, integrations, middleware, and platform-related issues
• Perform root cause analysis and implement long-term fixes
• Support testing, deployments, and platform improvements
• Coordinate with technical and business stakeholders during major incidents
• Mentor and support other engineers on the team
• Contribute to development and enhancement work between incidents

Required Skills & Experience:

• Advanced API Fundamentals (REST, JSON, XML, OAuth, Authentication)
• Advanced Debugging & Troubleshooting
• Integration Testing Support
• Strong L3 / Production Support experience
• Experience managing incidents and technical escalations

Nice to Have

• MuleSoft Integration Associate certification
• Experience with MuleSoft, Boomi, Workato, SnapLogic, Azure Integration Services or similar integration platforms

On-Call Requirements

• Shared weekend and UK bank holiday rota
• Must be available to respond within 15 minutes of an escalation
• Laptop and internet access required during on-call periods

What’s On Offer:

• Fully remote working
• Full platform training and shadowing before go-live
• Opportunity to lead critical incident management for enterprise customers
• Exposure to a modern composable integration platform
• Long-term contract potential beyond the initial engagement
• Collaborative international team environment

Please note: Access to production environments is granted on a temporary, incident-by-incident basis. Candidates will be required to complete an NDA and background check, and country of residence must be confirmed due to client data processing restrictions, apply now and upload your updated CV

Best,

Shiv

Disclaimer: Any remuneration stated in this advertisement is indicative and will be dependent on the successful candidate’s experience, skills and qualifications. Final remuneration will be agreed with the successful candidate and will be subject to the terms of the contract.