MuleSoft Support Engineer (L2 / L3)

We are currently seeking a MuleSoft Support Engineer (L2 / L3) to join our team in Bangalore, Karnataka, India.

Job Title: MuleSoft Support Engineer (L2 / L3)

Experience: 5-7 years

Job Summary: Looking for a MuleSoft Support Engineer (L2/L3) to manage, support, and optimize MuleSoft integrations in a complex enterprise environment. This role involves end-to-end support ownership, handling both L2 and L3 responsibilities, acting as an escalation point, and ensuring platform stability, performance, and continuous improvement.

The ideal candidate will combine strong integration knowledge with deep MuleSoft technical expertise, troubleshooting skills, and stakeholder management capabilities.

Key Responsibilities:
Support & Operations (L2 / L3 Ownership)
Provide L2 and L3 support for MuleSoft platform and integrations
Act as escalation point for critical and complex production issues
Ensure SLA adherence, incident resolution, and system stability
Monitor APIs, integrations, and runtimes (CloudHub / Runtime Fabric)
Perform root cause analysis (RCA) and implement preventive solutions
Own problem management and recurring issue resolution
Guide and support L1 teams where applicable
Monitoring & Incident Management
Monitor integrations using Anypoint Monitoring, Splunk, or similar tools
Identify and resolve failures in APIs, batch jobs, and message queues
Analyze logs and alerts to proactively detect issues
Restart services, manage queues, and handle runtime failures
Participate in major incident management and bridge calls
Advanced Troubleshooting & L3 Support
Troubleshoot complex MuleSoft issues involving:
API failures, orchestration, and dependency issues
DataWeave transformation errors
Connectivity issues (HTTP, JMS, DB, FTP, SaaS connectors)
Performance bottlenecks, memory leaks, and thread issues
Analyze logs, thread dumps, and heap dumps
Debug Mule applications and runtime behavior
Work closely with development teams for code-level fixes
Integration & Platform Support
Support API-led architecture (System, Process, Experience APIs)
Manage APIs using API Manager and Exchange
Support integrations with systems like Salesforce, SAP, ERP, databases, etc.
Handle batch processing and large data volumes
Ensure API security policies (OAuth, JWT, rate limiting) are enforced
Performance Optimization & Reliability
Optimize integrations for performance and scalability
Improve DataWeave scripts and API response times
Implement robust error handling, retries, and resilience patterns
Enhance observability, logging, and alerting mechanisms
Release & Deployment Support
Support deployment activities and post-release validation
Work with CI/CD pipelines (Jenkins, Azure DevOps, etc.)
Manage environment configurations and properties
Support rollback and hotfix deployments
Governance, Enhancements & Best Practices
Follow and enforce MuleSoft integration standards and best practices
Review and validate configuration and deployment changes
Ensure adherence to API-led connectivity principles
Maintain documentation, SOPs, and operational runbooks
Identify opportunities for automation and platform improvements
Stakeholder & Team Collaboration
Act as a technical point of contact for integration-related issues
Collaborate with architects, developers, QA, and DevOps teams
Support UAT, go-live, and post-release stabilization
Communicate effectively with business stakeholders during incidents
Required Skills & Qualifications:
Strong hands-on experience with MuleSoft Anypoint Platform
Expertise in Mule 4 and integration patterns
Experience in L2/L3 production support environments
Strong knowledge of DataWeave and debugging techniques
Understanding of REST, SOAP, messaging systems (JMS, Kafka, etc.)
Experience with CloudHub and/or Runtime Fabric
Familiarity with API Manager, Exchange, and API governance
Knowledge of monitoring and logging tools (Splunk, ELK, etc.)
Experience with enterprise integrations (Salesforce, SAP, ERP, etc.)
Understanding of ITIL processes (Incident, Problem, Change Management)
Certifications:
MuleSoft Certified Developer – Level 1 (required)
MuleSoft Certified Platform Architect (preferred)
Good to Have:
Experience with event-driven architecture
Exposure to microservices architecture
Knowledge of CI/CD and DevOps practices
Experience with Docker / Kubernetes
Familiarity with security best practices in integrations
Soft Skills:
Strong analytical and problem-solving skills
Ability to handle high-priority production incidents
Good communication and stakeholder management
Mentoring and knowledge-sharing mindset
Proactive and continuous improvement approach
Work Environment:
Enterprise MuleSoft integration platform
SLA-driven operational support model
On-call / shift-based support for critical systems
Collaboration with global cross-functional teams

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.