Platform Support Engineer – 100% Remote

Platform Support Engineer – 100% Remote

Job Location: Colombia and Mexico

Hiring Mode: 12 Months plus contract

Start date - ASAP

Job Description

Seeking a Platform Support Engineer with hands-on expertise in Apache Kafka (Confluent distribution) and IBM Business Automation Manager Open Editions (BAMOE 8, with a migration path to BAMOE 9) to join the Enterprise Kafka Platform support function. This individual will provide Level 2/3 support across event streaming, business rules execution, and schema governance for a global insurance technology organization operating across North America, APAC, and LATAM.

The role interfaces daily with application development squads, CloudOps, SRE, and architecture teams. The platform handles production event flows for insurance underwriting, policy processing, e-signature, and cross-regional transaction services.

Key Responsibilities

Enterprise Kafka Platform

• Provide Level 2/3 support for Apache Kafka (Confluent) incidents routed via ServiceNow to the "Enterprise Kafka Platform (CHUBB.IO Platform)" assignment group.
• Investigate and resolve consumer lag, topic connectivity, RBAC, and authentication failures (OAuthBearer / OIDC token flow) across dev, SIT, UAT, and production environments.
• Support Kafka deployments on Azure Kubernetes Service (AKS) using Helm charts and Confluent Operator CRDs in coordination with the CloudOps team.
• Assist application teams with onboarding to the Event Studio self-service portal for topic and RBAC provisioning; enforce platform standards and reject manual provisioning requests.
• Diagnose and resolve schema registry connectivity issues and support enforcement of schema contracts (Avro, JSON Schema, Protobuf) across environments.
• Participate in datacenter migration activities (PL2DC) by verifying Kafka network connectivity, NSG firewall rules, and OAuthBearer token endpoint reachability from new landing zones.
• Monitor Prometheus/Kafka metrics and escalate anomalies to CloudOps or the Technical Lead.
• Coordinate with the Eagle decommission workstream on Kafka-related configuration file cleanup.

BAMOE (Business Automation Manager Open Editions)

• Provide Level 2/3 support for BAMOE KIE Server incidents, including Drools rule execution failures, DMN evaluation errors, and Saxon XPath/XSLT parse exceptions.
• Diagnose and resolve XML ingestion failures (BOM characters, whitespace before XML prolog, non-XML upstream responses) before they reach the Saxon engine.
• Support the BAMOE APAC, NA, and global production clusters on AKS, coordinating with the BAMOE POC (Ashok Omkaram) for application-level fixes.
• Track and coordinate remediation of container image security vulnerabilities (ibm-bamoe/bamoe-kieserver-rhel8 and associated components).
• Assist in planning and executing the BAMOE 8 to BAMOE 9 (Quarkus-native) migration as it enters the project backlog in 2027.
• Work with the architecture team on the platform-level XML quality gate initiative (APIM inbound policies, Spring Boot validation facade, Kafka Streams DLQ routing).

General

• Own incident lifecycle from assignment through resolution and post-incident documentation.
• Contribute to the common issues and resolution knowledge base on Village (internal wiki).
• Participate in on-call rotations with the India-based support team.
• Provide input on quarterly sprint planning for the Enterprise Kafka squad.