Operations Support Engineer – Integration Platform

Summary

We are looking for a Junior Operations Support Engineer to support the day-to-day operation of an enterprise integration platform based on Quickwork.

The role is designed for someone at the beginning of their integration or platform operations career. It combines monitoring, first-line incident response, partner communication, routine maintenance, and operational documentation.

During the migration phase, you will work closely with the Technical Lead, Integration Developers, and platform specialists to build the knowledge required to support the environment independently once the integrations are live.

Key Responsibilities

• Monitor production Quickwork journeys and identify failed or abnormal executions.
• Provide first-line operational support for production APIs and integration workflows.
• Follow runbooks to diagnose issues and determine whether failures originate in Quickwork, the API gateway, or downstream services.
• Maintain clear incident and operations records.
• Escalate unresolved issues to L2 / L3 support within agreed response times.
• Support post-cutover monitoring and production stabilization activities.
• Communicate incident status and service updates to internal stakeholders and external partners where required.
• Perform routine platform maintenance and minor configuration updates according to established procedures.
• Monitor credentials and support timely renewal or rotation.
• Keep operational runbooks and support documentation up to date.
• Prepare regular operational summaries covering incidents, availability, and recurring issues.

Required Experience

• This is a junior / entry-level role, typically suited to candidates with 0–2 years of experience.
• Around 1+ year of experience in IT support, operations, helpdesk, or equivalent practical experience through education or internships is preferred.
• Basic understanding of REST APIs, including HTTP requests, endpoints, and common response codes.
• Basic ability to read and understand JSON payloads.
• Comfortable working with browser-based platforms, dashboards, and application logs.
• Strong analytical skills and willingness to learn integration-platform tooling.
• Reliable and structured approach to operational support and escalation.

Monitoring and Incident Management

• Ability to follow documented runbooks and troubleshooting procedures.
• Basic understanding of application and integration monitoring.
• Ability to read execution logs and identify the point of failure.
• Ability to distinguish between platform, configuration, gateway, and downstream-service issues with guidance.
• Experience or interest in structured incident management, including logging, triage, escalation, and status communication.
• Ability to provide clear and factual incident updates in English.

Platform and Integration Knowledge

The following areas are expected to be learned and developed on the job:

• Quickwork journey monitoring and execution logs.
• Basic TARDIS / StarGate concepts and API gateway monitoring.
• Integration incident triage and escalation.
• Operational support for enterprise and B2B APIs.
• Routine platform maintenance and configuration changes.
• Production support processes and operational handover.

Communication and Working Style

• Strong written communication skills in English.
• Able to communicate incidents clearly without unnecessary technical jargon.
• Comfortable working with developers, platform teams, service managers, and external partners.
• Able to follow defined support processes and escalation procedures consistently.
• Reliable in operational situations where timely response and clear communication are important.
• Willing to build platform knowledge over time and gradually take greater operational ownership.

Nice to Have

• Previous exposure to an iPaaS or integration platform, such as:

  • Quickwork
  • MuleSoft
  • Workato
  • Azure Logic Apps
  • Zapier
• Familiarity with API testing tools such as Postman or curl.
• Basic understanding of OAuth2 / JWT.
• Experience with monitoring or alerting tools such as Grafana, Datadog, PagerDuty, or similar.
• Basic familiarity with GitLab or GitHub.
• German language skills for internal communication.

What Success Looks Like

The successful Operations Support Engineer will be able to monitor the integration platform reliably, identify and document production issues, follow established recovery procedures, and escalate incidents appropriately.

Over time, the role is expected to develop into independent first-line ownership of the Quickwork production environment, with strong operational discipline, accurate documentation, and clear communication with both technical teams and business partners.