Technical Support Engineer

Mployee.me; Delhi; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Mployee.me in Delhi seeks a Technical Support Engineer to manage application and production support activities. The candidate should have strong hands-on experience in log analysis, monitoring tools, API troubleshooting, and incident management.

Key skills include Grafana, ELK Stack, Splunk, Postman, REST APIs, HTTP methods, and ticketing tools like ServiceNow or Jira Service Management. Basic SQL and familiarity with trading platforms are preferred.

Qualifications

• Strong hands-on experience in application log analysis and troubleshooting.
• Experience with monitoring/logging tools such as Grafana, ELK Stack, Splunk, Datadog, Dynatrace, Prometheus, or New Relic.
• Good understanding of REST APIs and API integration concepts; hands-on with Postman.
• Understanding of HTTP methods and status codes; analyze API payloads, headers, authentication, and errors.
• Experience with ticketing/incident management tools (ServiceNow, Jira Service Management, Zendesk, Freshservice, ManageEngine ServiceDesk Plus, BMC Remedy).
• Basic SQL for data validation and troubleshooting; knowledge of production support and trading platforms.
• Bachelor's degree in CS/IT or related field; 5-10 years in Application/Production/Technical Support.

Skills

Grafana

ELK Stack

Splunk

Datadog

Dynatrace

Prometheus

New Relic

REST APIs

Postman

HTTP methods

HTTP status codes

Payload analysis

JSON

XML

ServiceNow

Jira Service Management

Zendesk

Freshservice

ManageEngine ServiceDesk Plus

BMC Remedy

SQL

Production support

Trading platforms

Education

Bachelor's degree in Computer Science or IT

Tools

ServiceNow

Job description

Role/Position Technical Support Engineer

Experience: 5-10 Years.

Work Environment: Production / Application Support.

Shift: 24*7 Rotational Shifts.

We are looking for a technically skilled and customer-focused Technical Support Engineer to manage application and production support activities. The candidate should have strong hands-on experience in application log analysis, monitoring tools, API troubleshooting, and incident management.

Required Technical Skills & Requirements

A. Log Analysis & Monitoring Tools.

• Strong knowledge and hands-on experience in application log analysis and troubleshooting.


• Hand - on experience with atleast one of the following monitoring/logging tools :- Grafana, Kibana/ELK Stack (Elasticsearch, Logstash, Kibana), Splunk, Datadog, Dynatrace, Prometheus or New Relic.

B. API & Postman Knowledge.

• Good understanding of REST APIs and API integration concepts.


• Hands-on experience with Postman for API execution and troubleshooting.


• Understanding of HTTP methods .


• Knowledge of HTTP status codes .


• Ability to analyse API request/response payloads, headers, authentication mechanisms, and API errors.


• Basic understanding of JSON and XML formats.

C. Ticketing & Incident Tracking Tools.

• Hands-on experience working with any ticketing or incident management tool, such as: - ServiceNow,Jira Service Management, Zendesk,Freshservice, ManageEngine ServiceDesk Plus,BMC Remedy.


• Understanding of ticket lifecycle, prioritisation, escalation matrix, and SLA management.

D. Incident Management.

E. RCA Management.

F. Additional Technical Skills :-

• Basic SQL knowledge for data validation and troubleshooting.


• Understanding of production support and application monitoring processes.


• Basic understanding of trading platforms and trading lifecycle.


• Exposure to supporting business-critical trading applications would be preferred.

Shift & Work Requirements

• Must be comfortable working in a 247 rotational shift environment.


• Should be flexible to work in day, evening, and night shifts, including weekends and holidays as per the support roster.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related technical discipline.


• 5-10 years of experience in Application Support / Production Support / Technical Support.


• Experience supporting app/web-based applications, APIs, and production environments.


• Prior experience in financial services, trading platforms, or transaction-processing applications would be an added advantage.