Application Support Engineer and API Monitor

Servify; Mumbai; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Avantages offerts par ce poste

ESOPs

Competitive compensation

Professional development opportunities

Résumé du poste

Servify, a global product lifecycle management company, is seeking a Senior Application Support Engineer in Mumbai. The role involves API monitoring, troubleshooting, and proactive issue detection using tools like Kibana and Grafana. Candidates should have 3–5 years of experience, strong SQL and Python skills, and familiarity with Jira/Freshdesk for ticketing.

AI-assisted automation experience is a plus. You will manage incidents end-to-end, monitor SLA adherence, and collaborate with customers

Qualifications

• Minimum 3–5 years of experience in technical/application support.
• Strong hands-on SQL and Python skills are mandatory.
• Solid understanding of REST/SOAP APIs, HTTP status codes, JSON/XML, and API authentication.
• Hands-on experience with Kibana/ELK, Databricks, Coralogix, and Grafana.
• Familiar with Jira and Freshdesk for ticketing.
• Good written and verbal communication; ability to work under pressure and handle rotating shifts.

Responsabilités

• Monitor API health, logs, dashboards using Kibana, Databricks, Coralogix, and Grafana.
• Investigate API failures (4xx/5xx), perform log correlation and root-cause analysis.
• Configure alerts and proactive monitoring to minimize customer impact.
• Develop Python scripts for log parsing, data analysis, and automation; leverage AI tools to streamline troubleshooting.
• Manage incidents and tickets end-to-end, meeting SLAs and coordinating with stakeholders.

Connaissances

SQL queries

Python scripting

REST APIs

API testing

Kibana

Databricks

Grafana

Jira

Freshdesk

Formation

Bachelor's in CS/IT

Outils

Kibana

Databricks

Coralogix

Grafana

Jira

Freshdesk

curl

Description du poste

Servify is a global product lifecycle management platform transforming the after-sales service experience. Founded in 2015 and headquartered in India, Servify connects leading OEM brands with their sales and service ecosystems to deliver seamless customer support and service operations. Servify partners with leading brands, retailers, distributors, insurers, service providers, and carriers across Asia, North America, Europe, and the MENA region.

Servify embraces and values diversity and is committed to be an equal opportunity employer. We welcome applications from all members and will give equal consideration to all irrespective of age, disability, gender, sexual orientation, ethnicity, nationality, religion or belief.

Why Join Servify?

At Servify, you'll be part of a fast-growing global technology company that encourages innovation, ownership, and continuous learning. We offer competitive compensation, ESOPs, employee-friendly policies, modern collaboration tools, professional development opportunities, and benefits that help you do your best work.

Position Summary:

We are looking for a Senior Application Support Engineer with 3-5 years of experience in technical/application support, API monitoring, and troubleshooting. The candidate will be responsible for providing technical support to customers and internal teams while proactively monitoring API health, performance, and error rates using tools such as Kibana, Databricks, Coralogix, and Grafana. The role involves investigating API failures, identifying root causes, configuring alerts, and managing incidents end to end while ensuring adherence to SLAs. The ideal candidate should have hands-on experience with SQL, Python, Postman, and command-line tools, along with the ability to leverage AI tools such as ChatGPT, Claude, and Copilot to automate repetitive tasks, streamline troubleshooting, and improve support efficiency.

Key Responsibilities:

• API Monitoring & Dashboard Management: Monitor API endpoints, logs, performance, and error rates using tools such as Kibana, Databricks, Coralogix, and Grafana. Build and maintain dashboards and visualizations to track API health and identify recurring issues.
• Troubleshooting & Root Cause Analysis: Investigate API failures, including 4xx/5xx errors, timeouts, and rate-limit issues. Perform log correlation and use SQL queries, Postman, curl, and API documentation to identify root causes and implement appropriate resolutions.
• Alerting & Proactive Issue Detection: Configure, maintain, and optimize alerting rules and thresholds using Kibana/Elastic Alerting, Databricks, and related monitoring tools to detect potential issues proactively and minimize customer impact.
• Automation & AI-Enabled Support: Use Python to develop scripts for log parsing, data analysis, and repetitive task automation. Leverage AI tools such as ChatGPT, Claude, and Copilot to streamline troubleshooting, generate incident summaries, draft resolutions, and improve support productivity.
• Incident & Ticket Management: Prioritize, track, and resolve technical support tickets while managing incidents end to end. Classify incidents based on severity levels (P1-P4), ensure adherence to response and resolution SLAs, coordinate with relevant stakeholders, and provide timely updates during service disruptions.

Requirements:

• Minimum 3 to 5 years of experience in technical/application support, with a Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience).
• Strong hands-on skills in SQL (writing queries to investigate, join, and analyze data across tables) and Python (scripting for log analysis, automation, and API testing). Both are mandatory.
• Solid understanding of REST/SOAP APIs, HTTP status codes, JSON/XML, and API authentication (OAuth 2.0, API keys, JWT), with working knowledge of Postman, curl, or similar API testing tools.
• Hands-on experience with Kibana/ELK, Databricks, Coralogix, and Grafana (Discover, dashboards, alerting), along with log query languages such as Lucene/KQL and DataPrime.
• Working knowledge of AI tools (ChatGPT, Claude, Copilot, or similar) for support and troubleshooting productivity, and familiarity with ticketing systems such as Jira and Freshdesk.
• Strong troubleshooting and analytical skills, good written and verbal communication for customer-facing interactions, ownership mindset, calm under pressure, and flexibility to work rotational shifts.
• Good to have: experience building AI-based internal automations or bots, cloud platform exposure, ITIL knowledge, on-call/incident management experience, and prior experience in the extended warranty or device protection industry.