Integration Support Analyst

Uniserve; Chennai District; Remote; INR 600,000 - 900,000; Full time

Job summary

Uniserve is seeking an Integration Support Analyst to be the first contact for customer integration issues across warehouse and logistics platforms. You will investigate failed integrations, review API responses, and provide actionable next steps while keeping customers informed.

Based in Chennai, you will work with internal engineering teams and customers during UK business hours, handle support queues, document investigations, and escalate recurring issues to improve stability and performance.

Qualifications

• At least 2 years of experience in Application Support, Service Desk, Technical Support, or Integration Support roles.
• Experience interpreting system, API, and file processing errors and troubleshooting steps.
• Experience with JSON files, spreadsheets, and ticket management systems.

Responsibilities

• Manage and prioritise the integrations support queue during UK business hours.
• Investigate failed messages, warehouse transactions, and integration errors to identify root causes.
• Review API responses, file transfers, and system error logs to determine actions.
• Verify shipment orders and e-documents processed within warehouse systems.
• Communicate findings to customers with concise explanations and next steps.
• Maintain accurate ticket records documenting investigations and actions.
• Escalate recurring incidents to the engineering team with evidence.
• Collaborate with internal stakeholders to follow up on actions and data gaps.
• Ensure tickets are resolved efficiently while maintaining high service levels.
• Identify trends to improve integration stability and operational performance.

Skills

Analytical skills

Problem-solving

Written communication

Independent worker

Multitasking

Customer service mindset

Tools

Halo ITSM

Postman

Job description

We're looking for an Integration Support Analyst to join our IT team and become the first point of contact for customer integration support queries. This role is responsible for managing and resolving integration-related issues across our warehouse and logistics platforms, ensuring customers receive clear, accurate, and timely updates.

Working closely with internal engineering teams and customers, you'll investigate failed integrations, identify root causes, perform system checks, and provide practical next steps. This is an excellent opportunity for someone with application support, service desk, or integration support experience who enjoys problem-solving, analysing data, and delivering excellent customer service.

Key Responsibilities:

• Manage and prioritise the integrations support queue throughout UK business hours.
• Investigate failed messages, warehouse transactions, and integration errors to identify root causes.
• Review API responses, file transfers, and system error logs to determine appropriate actions.
• Verify whether shipment orders, advance shipping notices, item records, and other documents have been successfully processed within warehouse systems.
• Communicate findings clearly to customers, providing concise explanations and recommended next steps.
• Maintain accurate ticket records, documenting investigations, checks performed, actions taken, and closure reasons.
• Escalate recurring incidents, defects, and integration issues to the engineering team with supporting evidence.
• Liaise with internal stakeholders to follow up on outstanding actions, corrected files, and missing data.
• Ensure support tickets are resolved efficiently while maintaining a high standard of customer service.
• Identify trends and recurring issues that could improve overall integration stability and operational performance.

What We're Looking For

• At least 2 years' experience in Application Support, Service Desk, Technical Support, or Integration Support roles.
• Ability to interpret system, API, and file processing errors and determine appropriate troubleshooting steps.
• Experience working with JSON files, spreadsheets, and ticket management systems.
• Strong written communication skills with the ability to produce clear, professional, customer-focused responses.
• Excellent analytical and problem-solving abilities.
• Ability to work independently, manage multiple priorities, and thrive in a live support environment.
• Comfortable supporting stakeholders and customers during UK business hours from Chennai.
• Experience within logistics, warehousing, supply chain, EDI, or transport environments.
• Familiarity with ITSM platforms such as Halo.
• Experience using Postman or similar tools to perform API investigations and checks.
• Basic SQL knowledge for data validation and record checking.
• Understanding of system integrations, data mapping, and file-based data exchanges.

What You'll Bring:

• A proactive and customer-focused approach.
• Strong attention to detail and accuracy.
• The ability to remain organised while managing a busy support queue.
• A collaborative mindset and willingness to share knowledge with colleagues.
• Professionalism, reliability, and a commitment to delivering excellent service.