System & API Gateway Support Specialist

Pay Range: $45.00hr - $50.00hr

Job Overview:

We are seeking an experienced System & API Gateway Support Specialist to provide technical and operational support for enterprise systems and API gateway platforms across production and non-production environments. The successful candidate will work closely with API consumers, application teams, infrastructure teams, security teams, and other technology stakeholders to ensure the stability, availability, and effective operation of critical API services. This role requires strong hands-on troubleshooting capabilities across API connectivity, authentication and authorization, SSL/TLS certificates, configuration, performance, and service availability. The specialist will also be responsible for monitoring and analyzing application and API behavior using Client and Dynatrace, supporting incident resolution, assisting API consumers with onboarding and integration, and coordinating vulnerability remediation activities. Experience supporting IBM technologies and products within an enterprise environment will be considered an asset.

Key Responsibilities:

• Provide day-to-day technical and operational support for enterprise systems and API gateway platforms across production and non-production environments.
• Support API consumers throughout the lifecycle, including onboarding, integration, connectivity setup, testing, deployment, and post-production support.
• Diagnose and resolve API and platform-related issues involving connectivity and network communication, authentication and authorization, API and gateway configuration, performance and latency, service availability, and integration failure.
• Manage and troubleshoot SSL/TLS certificates, certificate chains, keystores, truststores, and mutual TLS (mTLS) configurations.
• Monitor system and API health using Client and Dynatrace, leveraging logs, traces, dashboards, alerts, and other monitoring data to identify and resolve issues.
• Manage and coordinate production incidents, ensuring timely investigation, appropriate escalation, stakeholder communication, and resolution across technical teams.
• Troubleshoot non-production issues impacting consumer development, integration testing, deployment activities, and release readiness.
• Track incidents and support requests through their lifecycle, ensuring appropriate prioritization, ownership, escalation, follow-up, and closure.
• Work collaboratively with application, infrastructure, network, security, middleware, and API teams to resolve complex cross-platform issues.
• Maintain and continuously improve operational documentation, troubleshooting guides, support procedures, runbooks, and knowledge-base articles.
• Review security and vulnerability reports and coordinate with relevant technical teams to track vulnerabilities through remediation and closure.
• Participate in scheduled releases, implementation activities, and production support as required.

Required Skills & Experience:

• Strong experience in enterprise application, middleware, API, or production support environments.
• Hands-on experience supporting API Gateway / API Management platforms.
• Strong understanding of REST APIs, HTTP/HTTPS, API communication, and web-based integration technologies.
• Experience troubleshooting authentication and authorization issues within API environments.
• Hands-on understanding of SSL/TLS, digital certificates, certificate chains, keystores, truststores, and mutual TLS (mTLS).
• Strong experience with Client for log analysis, troubleshooting, monitoring, and operational support.
• Experience using Dynatrace for application/API monitoring, performance analysis, dashboards, traces, and alerts.
• Strong troubleshooting skills across connectivity, configuration, availability, and performance-related issues.
• Experience working within structured incident management and production-support processes.
• Ability to coordinate issue resolution across multiple technology teams and communicate effectively with both technical and business stakeholders.
• Strong documentation skills, including creation and maintenance of runbooks, troubleshooting guides, and operational procedures.
• Experience supporting production and non-production environments in a large enterprise setting.

Preferred / Nice-to-Have Skills:

• Experience with IBM products and technologies, particularly within API, middleware, or integration environments.
• Experience working in large, complex enterprise or financial-services environments.
• Familiarity with vulnerability management and security remediation processes.
• Understanding of ITIL-based Incident, Problem, and Change Management processes.
• Experience supporting business-critical platforms with defined availability and operational requirements.

Benefits:

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.

About Cynet Systems

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.

As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.