Support Engineer

Kiya.ai; Hyderabad, Bengaluru; Hybrid; INR 600,000 - 1,200,000; Full time

Job summary

Kiya.ai in Hyderabad is seeking a Production Support Engineer to join our rotating-shift operations. You will be the first line of defense for production incidents, collaborating with DevOps and development teams to triage, investigate, and resolve issues while keeping stakeholders informed.

The role requires 3+ years in production or application support, strong SQL/PL-SQL, ServiceNow ITSM, Java (Struts) knowledge, and experience with Tomcat.

Qualifications

• 3+ years of hands-on experience in production support or application support roles.
• Proficiency with ServiceNow for incident, problem, and change management (ITSM).
• Strong SQL & PL/SQL skills — ability to write and run queries for debugging, data validation, and root cause analysis.
• Working knowledge of Java (Apache Struts) — reading application code, interpreting logs and stack traces during live incidents.
• Availability for 180 on-desk hours per month as part of support coverage.
• Flexibility to work rotational night shifts (minimum 90 hrs/month), scheduled in advance with reasonable notice.
• Availability for weekend on-call support (minimum 48 hrs/month) as part of the global coverage rotation.
• Java web-app support on application servers (e.g. Tomcat) — WAR deployments, JNDI datasources, connection-pool troubleshooting.
• Spring / Spring Security and ORM frameworks (Hibernate, JPA, JDO) — reading config and diagnosing data-layer issues.
• Web front-end debugging in the browser — JavaScript/jQuery and a modern SPA framework (e.g. AngularJS).
• Proven ability to triage issues systematically under pressure and communicate clearly with technical and business stakeholders.
• Familiarity with log analysis and monitoring tools (e.g. Splunk, ELK, Dynatrace, Grafana, ThousandEyes, Nagios, or similar).
• Strong verbal and written communication skills for incident updates, escalations, and post-mortems.
• Experience working with cross-functional teams in a fast-paced, high-availability environment.

Responsibilities

• Monitor production systems to ensure high availability and minimal business disruption.
• Triage, investigate, and resolve production incidents adhering to SLA commitments.
• Log, track, and manage incidents and service requests end-to-end using ITSM tools.
• Write and execute SQL/PL-SQL queries to investigate data issues and support root cause analysis.
• Read application code and debug issues in collaboration with development teams.
• Support Java web applications on Tomcat including WAR deployments and data sources.
• Debug front-end issues using browser tools and modern SPA frameworks.
• Collaborate with DevOps to drive resolution of complex issues.
• Create and maintain runbooks, troubleshooting guides, and post-incident reports.
• Participate in rotational night shifts and weekend on-call schedules for global coverage.
• Identify recurring patterns and contribute to permanent fix initiatives and process improvements.

Skills

ServiceNow ITSM

SQL/PL-SQL

Java (Struts)

Tomcat

Spring/Spring Security/Hibernate

Web front-end debugging

Incident triage & communication

Log analysis tools

Cross-functional teamwork

Night shifts & on-desk hours

Weekend on-call

Live incident triage

Communication with stakeholders

Tools

Splunk

ELK

Dynatrace

Grafana

Nagios

Job description

Dear Folks,

We are looking for Support Engineers to join our production support team. The ideal candidate is technically strong, thrives in fast-paced operational environments, and is comfortable working rotational shifts including nights to ensure seamless 24/7 coverage.

You will be the first line of defense for production incidents, working closely with development and DevOps teams to investigate, triage, and resolve issues while maintaining clear stakeholder communication throughout.

Items marked Must Have are non-negotiable requirements for this role.

What You’ll Work On

• Monitor production systems continuously to ensure high availability and minimal business disruption.
• Triage, investigate, and resolve production incidents in a timely manner, strictly adhering to SLA commitments.
• Log, track, and manage all incidents, problems, and service requests end-to-end using ServiceNow (ITSM).
• Write and execute SQL / PL-SQL queries to investigate data issues, validate fixes, and support root cause analysis.
• Use Java knowledge (Apache Struts, Hibernate) to read application code, interpret stack traces, and debug issues alongside development teams.
• Support Java web applications on Tomcat — including WAR deployments, JNDI datasources, and connection-pool troubleshooting.
• Debug front-end issues using browser dev tools, JavaScript/jQuery, and AngularJS framework knowledge.
• Collaborate with development and DevOps teams to elevate and drive resolution of complex technical issues.
• Create and maintain runbooks, troubleshooting guides, and post-incident reports.
• Participate in rotational night shifts (90 hrs/month) and weekend on-call schedules (48 hrs/month) to ensure continuous global operations coverage.
• Identify recurring patterns in incidents and contribute to permanent fix initiatives and process improvements.

Required Qualifications

• 3+ years of hands-on experience in production support or application support roles. Must Have
• Proficiency with ServiceNow for incident, problem, and change management (ITSM). Must Have
• Strong SQL & PL/SQL skills — ability to write and run queries for debugging, data validation, and root cause analysis. Must Have
• Working knowledge of Java (Apache Struts) — reading application code, interpreting logs and stack traces during live incidents. Must Have
• Availability for 180 on-desk hours per month as part of support coverage. Must Have
• Flexibility to work rotational night shifts (minimum 90 hrs/month), scheduled in advance with reasonable notice. Must Have
• Availability for weekend on-call support (minimum 48 hrs/month) as part of the global coverage rotation. Must Have
• Java web-app support on application servers (e.g. Tomcat) — WAR deployments, JNDI datasources, connection-pool troubleshooting.
• Spring / Spring Security and ORM frameworks (Hibernate, JPA, JDO) — reading config and diagnosing data-layer issues.
• Web front-end debugging in the browser — JavaScript/jQuery and a modern SPA framework (e.g. AngularJS).
• Proven ability to triage issues systematically under pressure and communicate clearly with technical and business stakeholders.
• Familiarity with log analysis and monitoring tools (e.g. Splunk, ELK, Dynatrace, Grafana, ThousandEyes, Nagios, or similar).
• Strong verbal and written communication skills for incident updates, escalations, and post-mortems.
• Experience working with cross-functional teams in a fast-paced, high-availability environment.

Nice to Have

• Node.js and npm-based tooling for front-end diagnostics.
• Scripting experience (Python or Shell) for automation and monitoring tasks.
• Experience with cloud platforms (AWS, Azure, or GCP).
• Familiarity with CI/CD pipelines and DevOps tooling (Jenkins, Git, etc.).
• Experience working in Agile or DevOps delivery environments.