Production Support Engineer (API Platform / ServiceNow)

Job Title Production Support Engineer (API Platform / ServiceNow) About The C.A.S.E. Engineering Group At The C.A.S.E. Engineering Group, we specialize in cybersecurity advisory services, modernizing IT architectures, developing IT strategic plans, and engineering innovative systems and software. C.A.S.E. stands for C*ybersecurity, Architecture, Strategy, and E*ngineering. We take a balanced, tailored approach to solving unique organizational challenges while leveraging industry best practices for long-term success. This position supports a mission-critical federal enterprise integration environment operating an API gateway platform processing approximately one billion transactions per month. Position Overview Job Type: Full-Time Location: Remote (U.S.) with occasional on-site meetings in the Washington, DC area Target Salary Range: $105,000 – $125,000 / year + On-Call Differential (Note: Final offer is subject to candidate experience and expectations) On-Call Requirement: Participation in a structured 24x7 on-call rotation (nights, weekends, peak periods). Position Contingency: Contingent upon contract award (Anticipated award: September 2026; Estimated start date: November 17, 2026) As a Production Support Engineer, you will deliver day-to-day operations and maintenance (O&M) execution for the enterprise API gateway platform, maintaining a 99.5% availability baseline under strict SLAs. Key Responsibilities Incident Management: Respond to Priority 1 production incidents within 15 minutes, initiate remediation in 30 minutes, and achieve restoration within 4 hours. Manage 100% of tickets in ServiceNow. Monitoring & Triage: Monitor platform health, latency, error rates, and throughput using AppDynamics, ELK, and performance dashboards. Root Cause Analysis: Perform incident triage, execute fixes, and produce detailed RCA reports within 5 business days for P1 incidents. Vulnerability Remediation: Execute security patching, credential/certificate updates, and vulnerability remediation with evidence production. Maintenance & DR: Conduct quarterly backup restoration testing, support disaster recovery exercises, and maintain operational runbooks. Qualifications & Requirements Experience: At least 5 years of production operations or platform O&M experience in 24x7 environments. At least 2 years supporting middleware, integration, or API platform production environments. Technical Expertise: ServiceNow incident/request workflows. Monitoring/observability: AppDynamics, ELK stack, log analysis, dashboard tuning. API gateway operational concepts (routing, certificates, rate limiting, authentication/authorization failures). OpenShift or Kubernetes containerized troubleshooting. Clearance & Security: Must possess U.S. work authorization. Must be able to obtain and maintain a federal Moderate Risk Public Trust (MBI level) background investigation. Our Hiring Process Submit Application: Apply directly on Indeed with your updated resume. Salary, On-Call, & Contingency Confirmation: State your expected salary range, confirm acceptance of 24x7 on-call rotation duties, and confirm availability for Fall 2026. Alex AI Assessment: Complete an automated AI assessment interview through Alex AI. (Candidates achieving a score of 80/100 or higher will advance to recruiter review). Recruiter Screening Call: Connect with our recruiting team to discuss your hands-on technical experience, federal background/suitability, and contract alignment. Final Technical Review & Selection: Final candidate slate submission and formal placement consideration. Pay: $105,000.00 - $125,000.00 per year Benefits: Dental insurance Health insurance Paid time off Vision insurance Application Question(s): What are your salary expectations? Location: Washington, DC (Required) Work Location: Remote