Middleware Support Engineer 2475

User Experience Researchers Pte Ltd; Malaysia; Remote; MYR 7,000 - 10,000; Full time

Job summary

User Experience Researchers Pte Ltd in Cyberjaya, Malaysia, is seeking a detail‑oriented Level 2 support engineer to maintain high availability of our middleware and application platforms. You will handle advanced troubleshooting, platform monitoring, and performance tuning while coordinating with developers, infrastructure teams, and vendors to implement effective solutions.

The role requires hands-on WAS expertise, strong problem-solving and documentation skills, and the ability to work

Qualifications

• Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Level 2 application, middleware, or platform support experience.
• Hands-on experience with IBM WebSphere Application Server (WAS).
• Knowledge of webMethods and integration/middleware technologies; Apigee preferred.
• Axway or similar API/integration technologies is an advantage.
• Strong troubleshooting, problem-solving, and root cause analysis skills.
• Experience working with developers, infrastructure teams, engineering teams, and external vendors.
• Good incident management, service monitoring, and SLA-driven support environments.

Responsibilities

• Provide Level 2 technical support, platform monitoring, and performance tuning to maintain high availability.
• Troubleshoot and resolve complex issues across middleware and application platforms.
• Collaborate with developers, infrastructure teams, and vendors to define and implement solutions.
• Identify recurring issues and maintain up-to-date support documentation.
• Perform root cause analysis (RCA) and coordinate with engineering for resolutions.
• Monitor incidents and provide proactive/reactive support to keep platforms stable.
• Ensure adherence to SLAs and operational requirements.
• Support integration and middleware environments and contribute to service improvements.
• Maintain technical documentation, troubleshooting guides, and procedures.

Skills

Troubleshooting

Root cause analysis

Documentation

Communication

Incident management

SLA awareness

Team collaboration

Proactive monitoring

Independent working

Education

Diploma or Bachelor's degree in Computer Science/IT

Tools

IBM WebSphere Application Server

webMethods

Apigee

Axway

Job description

Key Responsibilities

• Provide Level 2 technical support, platform monitoring, and performance tuning to maintain high availability and uninterrupted service continuity.
• Provide advanced troubleshooting and resolution for complex technical issues across middleware and application platforms.
• Collaborate with developers, infrastructure teams, and vendors to define and implement effective solutions.
• Identify recurring issues and optimization opportunities while maintaining comprehensive and up-to-date support documentation.
• Perform in-depth root cause analysis (RCA) and coordinate with engineering teams to drive timely and sustainable resolutions.
• Monitor incidents and provide proactive and reactive support to maintain platform stability and performance.
• Ensure compliance with agreed targets, Service Level Agreements (SLAs), and operational requirements.
• Support integration and middleware environments and contribute to continuous service improvement.
• Maintain technical documentation, troubleshooting guides, and operational procedures.

Qualifications & Requirements

• Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant experience in Level 2 application, middleware, or platform support.
• Strong hands-on experience with IBM WebSphere Application Server (WAS).
• Advanced knowledge of webMethods and integration/middleware technologies.
• Working knowledge of Apigee is preferred.
• Experience with Axway or similar API/integration technologies is an advantage.
• Strong troubleshooting, problem-solving, and root cause analysis skills.
• Experience working with developers, infrastructure teams, engineering teams, and external vendors.
• Good understanding of incident management, service monitoring, and SLA-driven support environments.
• Strong communication and documentation skills.
• Ability to work independently and effectively in a fast-paced operational environment.

Technical Skills

• Primary Technology: IBM WebSphere Application Server
• Primary Skill Area: Integration & Middleware
• Secondary Technology: Apigee
• Additional Technologies: webMethods, Axway