Technical Support Engineer

SMC Global Securities; New Delhi; On-site; INR 900,000 - 1,500,000; Full time

Job summary

SMC Global Securities in Delhi is seeking a technically skilled Technical Support Engineer to manage application and production support activities, emphasizing log analysis, monitoring, API troubleshooting and incident management.

Required: 5–10 years of experience, 24x7 rotational shifts, familiarity with tools like Grafana, ELK, Splunk, Postman, and ticketing systems; knowledge of trading platforms is a plus.

Qualifications

• Strong hands-on experience in application log analysis and troubleshooting.
• Hands-on with monitoring/logging tools such as Grafana, ELK, Splunk, Datadog, Dynatrace, Prometheus or New Relic.
• 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.
• Basic SQL knowledge for data validation and troubleshooting.
• Understanding of production support and application monitoring processes.
• Familiarity with trading platforms and trading lifecycle.
• Exposure to supporting business-critical trading applications is preferred.

Responsibilities

• Manage application and production support activities.
• Log analysis and incident handling as per runbooks.
• Coordinate with teams via ticketing tools and SLA adherence.
• Perform RCA and post-mortems for incidents.

Skills

Log analysis

Monitoring tools

API troubleshooting

Incident management

Postman

REST APIs

HTTP methods

JSON/XML

SQL basics

Trading platforms knowledge

Ticketing SLAs

Education

Bachelor's in CS/IT or related

Tools

Grafana

ELK Stack

Splunk

Datadog

Dynatrace

Prometheus

New Relic

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.