Support Engineer - IBM Business Automation Workflow (BAW)

darwinLabs, a BP3 Company, is seeking a Support Engineer with strong experience in IBM Business Automation Workflow (BAW) to join their support and managed services team. This role focuses on supporting, maintaining, and evolving production BAW environments for enterprise clients, ensuring stable operations and timely issue resolution.

Responsibilities:

• Provide day-to-day operational support for IBM Business Automation Workflow (BAW) environments (on-prem and cloud)
• Diagnose and resolve issues across:
• BAW runtime services, clusters, and environment configuration
• Process Server and Case components, including deployment and execution issues
• Human task routing, work management, and user experience concerns
• Integrations (REST/SOAP), authentication (LDAP/SSO), and security-related configurations
• Analyze BAW process applications to determine whether issues stem from platform configuration or solution design, and implement or recommend appropriate corrective changes
• Perform and support BAW upgrades, patching, and version transitions
• Assist with deployments, restarts, and environment health checks
• Perform routine system maintenance (snapshots, cleanup, configuration reviews)
• Identify recurring issues and recommend improvements to reduce operational risk
• Help stabilize and mature customer environments over time
• Act as a trusted technical contact for clients running BAW in production
• Communicate clearly about issues, root causes, and remediation steps
• Provide 'backstop support' to customer administrators and BP3 delivery teams
• Balance responsiveness with thoughtful, sustainable solutions
• Work with BP3 architects and senior engineers on complex or systemic issues
• Coordinate with IBM Support when defects or product-level issues are identified
• Contribute to documentation, runbooks, and operational knowledge transfer

Requirements:

• Hands-on experience supporting IBM Business Automation Workflow (BAW) in production environments
• Solid understanding of BAW architecture, runtime components, deployment patterns, and troubleshooting approaches
• Experience developing and maintaining IBM BAW solutions, including: Process design and implementation, Coach and UI development, Integration services (REST/SOAP), Troubleshooting and modifying existing process applications
• Working knowledge of Windows and/or Linux system administration, including: Log analysis, Service management and restarts, Basic scripting (PowerShell, Bash, or similar), File system and permission management
• Experience working in support or managed services environments
• Ability to work independently and prioritize effectively
• Strong written and verbal communication skills
• Experience with BAW on Cloud (BAWoC) or CP4BA
• Familiarity with: WebSphere Application Server (traditional and/or Liberty), LDAP, SSO, and authentication integrations, Cloud or container-based enterprise platforms, Relational databases commonly used with BAW (e.g., DB2, Oracle, MSSQL), including basic query, troubleshooting, and connectivity analysis, Enterprise networking fundamentals (e.g., DNS, load balancers, SSL/TLS, firewall rules) as they relate to application connectivity and production troubleshooting
• Prior client-facing consulting or enterprise support experience
• Exposure to Camunda (Camunda 8) for workflow orchestration and modernization efforts
• Opportunities to learn and support low-code platforms such as OutSystems
• Experience with Intelligent Automation (IA) tools, including: Blue Prism (RPA), Automation Anywhere (AAI)
• Supporting hybrid automation architectures that combine workflow, RPA, and integration technologies
• Collaboration with BP3 delivery teams on multi-platform automation solutions